Real Time Analyst
hace 1 semana
Department Name
PLANNING & ANALYTICS
Job Type
Full time
Industry
Administration
Service Now Ticket
INC1431345
Modality
WFH
Work Experience
1-3 years
Assigned Recruiter Contact
Date Opened
12/18/2025
City
Ciudad de México
State/Province
Ciudad de México
Country
Mexico
Zip/Postal Code
03710
Job DescriptionThe objective of this position is to have the right number of resources available to manage incoming and outgoing customer phone volumes. The real-time analyst is accountable for ensuring people are following their published schedules. This is an entry-level position on the Workforce Management Team.
Responsibilities:
- Monitor real-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).
- Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.
- Coordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand.
- Analyze real-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery.
- Communicate with operational teams and supervisors to relay real-time insights and recommend immediate actions to address service level risks. Coordinate with various departments on issues impacting production.
- Implement and manage real-time escalation processes to address high volume or crises, ensuring minimal impact on service quality.
- Facilitate real-time training and coaching opportunities by identifying skill gaps or performance issues as they occur.
- Document and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.
- Experience in workforce departments.
- Intermediate English level.
- Excel knowledge.
- Proactive.
- Team player.
- Competitive weekly salary
- Life Insurance
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Growth opportunities
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