Mexico City Real Time Operations Specialist
hace 4 días
Job Title: Mexico City Real Time Operations Specialist
About the Role:
We are seeking a skilled Real-Time Analyst to join our AWS Premium Support Community Support Workforce Management team in Mexico City, Mexico. As a key member of our team, you will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of incoming volume.
Responsibilities:
- Monitor and analyze operational performance and progression metrics in real-time using our WFM systems and standardized protocols.
- Detect and address changes to incoming contact patterns in real-time to inform operations and the broader WFM team.
- Support changes within routing profiles and update reports related to site performance, including shrinkage, occupancy, and core KPIs.
- Process tickets assigned to the WFM team that require real-time assistance from different stakeholders.
Requirements:
This is an in-person position in Mexico City, Mexico, requiring flexibility to work varied schedules, including weekends, nights, and holidays.
The Ideal Candidate:
- Has 3+ years of experience in a contact center environment with knowledge of technologies like Avaya, IEX, Nice, InContact, or similar.
- Possesses 2+ years of experience in a workforce management role, such as a real-time analyst or workforce analyst.
- Is proficient in Excel at an advanced level and can communicate effectively to diverse constituencies.
Compensation Package:
The estimated salary for this position ranges from $800,000 MXN to $1,200,000 MXN per year, depending on qualifications and experience.
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