Real Time Operations Specialist

hace 6 días


Ciudad de México, Ciudad de México Patrianna A tiempo completo

Patrianna, a rapidly expanding product development company, is seeking an exceptional individual to join its Workforce Management (WFM) team. As a Real-Time Analyst (RTA), you will play a crucial role in ensuring live chat operations run smoothly and efficiently.

Key Responsibilities
  • Real-Time Monitoring
  1. Oversee live chat volumes, agent availability, and queue status in real time.
  2. Adjust schedules or reassign agents to different chat queues as needed to maintain service level targets.
Workforce Coordination
  1. Ensure optimal coverage throughout the day by aligning real-time data with scheduled staffing.
  2. Communicate staffing concerns (e.g., break schedules, unexpected absences) and propose immediate solutions.
Performance Metrics & Reporting
  1. Track and record KPIs (e.g., average wait time, average handle time, service level) for live chat.
  2. Provide hourly and end-of-day reports to highlight trends, issues, and improvements.
System Navigation & Tools
  1. Utilize specialized WFM tools for schedule management and real-time monitoring.
  2. Navigate within Zendesk to track agent status and chat volumes, staying informed of ongoing customer interactions.
Issue Escalation
  1. Respond swiftly to spikes in chat volume, system outages, or agent unavailability.
  2. Coordinate with IT or Product teams if technical difficulties arise, ensuring minimal disruption to service.
Process Improvement
  1. Proactively analyse trends to predict future chat volume and staffing requirements.
  2. Recommend adjustments to scheduling, staffing, or processes to optimise performance and enhance customer satisfaction.
Collaboration & Communication
  1. Provide timely updates and real-time feedback to Team Leads, Supervisors, and WFM leadership.
  2. Keep all stakeholders informed of any operational changes, performance issues, or opportunities for efficiency gains.

We are looking for a highly motivated and detail-oriented individual who can excel in this fast-paced environment. If you have experience in workforce management, analytical skills, and excellent communication abilities, we encourage you to apply.


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