Real Time Analyst

hace 7 días


Monterrey, Nuevo León, México Resultscx A tiempo completo

**Job Summary**

The Real Time Analyst is responsible for monitoring key performance indicators, staffing levels, and client metrics in real-time. This role requires proactive measures to ensure the enterprise meets its clients' and internal goals.

**Key Responsibilities**

Manage multiple call queues in real-time, monitoring staffing levels, and adjusting as needed to meet planned coverage.

Monitor and manage real-time metrics such as Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against defined thresholds.

Provide outage and crisis management, facilitating communication between IT teams and site management.

Develop and implement Key Performance Indicator (KPI) action plans to drive performance goals.

Work closely with Global Resource Planners to ensure optimal staffing coverage on a daily and weekly basis.

Provide real-time leadership to Local Resource Planners, assisting the enterprise in managing intraday staffing requirements.

**Requirements**

An analytical mindset, excellent attendance, strong written and verbal communication skills, strong attention to detail, a team player mindset, and exceptional problem-solving skills.

**About ResultsCX**

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies, delivering digitally influenced customer journeys that achieve satisfaction and loyalty.

We design, build, and deliver customer experiences that improve efficiency and reduce costs, with a 30+-year track record of reimagining the customer experience.

Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer, considering all qualified applicants without regard to protected factors under federal, state, or local law.



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