Jr. Real Time Analyst

hace 14 horas

Villa la Cima Jal, México Helpware A tiempo completo

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

Duties and Responsibilities:

  • Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper documentation on major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
  • Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management. Conducts training for new hires, or as required for Operations.Acting as lead for the other RTAs, making sure RTAs complete thier task

Requirements:

  • TO LIVE IN GUADALAJARA'S METROPOLITAN ZONE
  • Experience in Work Force Managment as a Real-Time Analyst
  • Advanced English

Tipo de puesto: Tiempo completo

Beneficios:

  • Descuentos y precios preferenciales
  • Programa de referidos
  • Seguro de gastos médicos mayores
  • Trabajo desde casa

Pregunta(s) de postulación:

  • Vives Actualmente en la Zona Metropolitana de Guadalajara?

Idioma:

  • Inglés (Obligatorio)

Lugar de trabajo: remoto híbrido en 45110, Villa la Cima, Jal.

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