Real Time Analyst
hace 1 semana
**Description****Real Time Analyst**The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX**In this role you will**:- Manage multiple call queues in real time.- Watch staffing levels at each site to ensure planned coverage is met on the interval level.- Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule- Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.- Provide outage and crisis management (Facilitating communications between IT teams and site management.)- Manage Interval, daily, weekly and monthly plan objectives- Provide Key Performance Indicator - (KPI) reporting to Client and Results management teams- Develop and Implement KPI Action Plans to drive performance goals.- Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.- Provide real-time skilling adjustments.- Serve as the main contact point between Results and our Client Partners.- Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.**We are looking for someone who has**:- An analytical mind set.- Excellent attendance.- Strong written and verbal communications skills- Strong attention to detail- A team player mindset- Exceptional problem solving skills**About ResultsCX**:ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. 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 and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
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Real Time Analyst
hace 4 semanas
Monterrey, México Hexaware Technologies A tiempo completoReal Time Analyst - RTA**Specific Du*es**:1. Ensuring real 5me Queues monitoring.2. Real 5me Shrinkage Tracking3. Real 5me Service level Monitoring & Repor5ng for each interval4. Business agreed reports interval wise - APR- Break Schedules- LoginIssues & Monitoring**Experience**At least >1 Year Experience in Interna5onal Call center monitoring - InboundAt...
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Real Time Analyst
hace 1 día
Monterrey, México Hexaware Technologies A tiempo completoReal Time Analyst - RTA **Specific Du*es**: 1. Ensuring real 5me Queues monitoring. 2. Real 5me Shrinkage Tracking 3. Real 5me Service level Monitoring & Repor5ng for each interval 4. Business agreed reports interval wise - APR- Break Schedules - Login Issues & Monitoring **Experience** At least >1 Year Experience in Interna5onal Call center monitoring -...
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Workforce Management Real Time Analyst
hace 4 semanas
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
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Workforce Management Real Time Analyst
hace 3 semanas
Monterrey, México Conduent De Mexico S.A. De C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos.Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
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Workforce Management Real Time Analyst
hace 1 día
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
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Real Time Analyst Rta
hace 3 semanas
Monterrey, México ContactPoint 360 A tiempo completoÂ'¢ Â Â Â Â Â Â Real-Time Monitoring: Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operations.'¢ Â Â Â Â Â Â Adherence Management: Ensure that...
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Workforce Management, Real-time Analyst
hace 2 semanas
Monterrey, México Continuum Global Solutions A tiempo completo**Purpose of the position**:Oversees current week schedule adjustment, real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business to meet program’s contractual metrics.**Key task & result areas**:**Intraday Management**- Maximize call outs of agents’ behavior and non adherence based on approved...
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Workforce Management, Real-Time Analyst
hace 3 semanas
Monterrey, México Continuum Global Solutions A tiempo completo**Purpose of the position**:Oversees current week schedule adjustment, real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business to meet program's contractual metrics.**Key task & result areas**:**Intraday Management**- Maximize call outs of agents' behavior and non adherence based on approved...
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Rta Real Time Analyst
hace 2 semanas
Monterrey, México ContactPoint360 A tiempo completoJoin our CP360 Family, today - From Maple Leaf to Monterrey: Proudly Monterrey, Uniquely Canadian. - Join Our Canadian-Inspired Team in Monterrey: Embrace Excellence Together! **Who We Are**: - Welcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit...
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Rta Real Time Analyst
hace 2 semanas
Monterrey, México ContactPoint360 A tiempo completoJoin our CP360 Family, today- From Maple Leaf to Monterrey: Proudly Monterrey, Uniquely Canadian.- Join Our Canadian-Inspired Team in Monterrey: Embrace Excellence Together!**Who We Are**:- Welcome to ContactPoint 360, the world’s fastest-growing global BPO.At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and...
