Real Time Analyst

hace 2 semanas

Tijuana, México Seguros Confie A tiempo completo

**Job Information**:
Department Name
- Workforce

Job Type
- Full time

Industry
- Administration

Service Now Ticket
- INC1316601

Modality
- Hybrid

Work Experience
- 0-1 year

Assigned Recruiter Contact

Date Opened
- 08/05/2025

City
- Tijuana

State/Province
- Baja California

Country
- Mexico

Zip/Postal Code
- 22010
- The objective of this position is to ensure the right number of resources are available to manage incoming and outgoing customer phone volumes. The Real-Time Analyst is responsible for monitoring adherence to published schedules and supporting operational efficiency. This is an entry-level position within the Workforce Management Team.

**Responsibilities and Functions**
- **
Monitor real-time call volume and agent availability** to ensure adherence to schedules, SLAs, and KPIs.
- ** Adjust intraday forecasts**and schedules to optimize resource allocation and operational efficiency.
- ** Analyze real-time performance**data to identify trends, anomalies, or issues affecting customer service.
- ** Communicate insights to operational teams** and supervisors, recommending immediate actions to address service level risks.
- ** Implement and manage real-time escalation**processes during high-volume or crisis situations to minimize service disruptions.
- ** Coordinate with various departments** on production-impacting issues and facilitate real-time training or coaching as needed.
- ** Document incident resolutions** and report the impact of real-time decisions on service levels and operational costs.

**Requirements**:

- High school degree
- Advanced English level
- Computer knowledge: Excel, PowerPoint, Tableau, TRESS system, Aspect/Alvaria WFM, Cisco, and Microsoft Office Suite.
- Experience: 1 year in similar roles (Desirable)
- Service oriented
- Customer service
- Organized

**Benefits**:

- Competitive weekly salary
- Excellent location (Zona Río, Tijuana)
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

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