Real Time Analyst

hace 1 semana


Ciudad de México, Ciudad de México Confie A tiempo completo
Job Information

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 Description

The 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.
Requirements
  • Experience in workforce departments.
  • Intermediate English level.
  • Excel knowledge.
  • Proactive.
  • Team player.
Benefits
  • 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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