Real Time Analyst

hace 1 día

Ciudad de México Amazon Web Services Mexico S. de R.L. de C.V. - C68 A tiempo completo

Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- 3+ years of previous experience in a contact center environment using contact center technologies, such as Avaya, IEX, Nice, InContact, or similar- 2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst- Knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environmentTHIS ROLE IS IN PERSON IN MEXICO CITY, MEXICO.At AWS, we’re looking to hire an Real-Time Analyst (RTA) to be part of the AWS Premium Support Community Support Workforce Management (WFM) team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming volume. This position is responsible for monitoring, measuring and analyzing operational performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all the internal operations teams and third-party organizations.Key job responsibilities- Intraday real time monitoring of performance service levels and backlog for all queues, agents, teams, and sites in a 24/7 operation environment- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team in real time- Support changes within routing profiles- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and core KPI’s- Review and process tickets assigned to the WFM team that require real-time assistance to different stakeholders- In partnership with the Operations and WFM teams, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs**Role requirements**:- Be able to work a flexible schedule/shift, including weekends, nights, and/or holidays.- Please note, this is an in-person position in Mexico City, Mexico. This role is not able to be offered virtually.Mexico City, DIF, MEX- Proactively gather the right data from appropriate sources and implement effective resolutions, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders- Ability to prioritize and meet tight deadlines- Proven ability to build and maintain strong relationships with key stakeholders to ensure shared objectives are met

  • Real Time Analyst

    hace 2 semanas

    Ciudad de México, , Mexico Confie TA Admin A tiempo completo

    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...

  • Real Time Analyst

    hace 2 semanas

    Ciudad de México, Ciudad de México Confie A tiempo completo

    Job InformationDepartment NamePLANNING & ANALYTICSJob TypeFull timeIndustryAdministrationService Now TicketINC1431345ModalityWFHWork Experience1-3 yearsAssigned Recruiter ContactDate Opened12/18/2025CityCiudad de MéxicoState/ProvinceCiudad de MéxicoCountryMexicoZip/Postal Code03710Job DescriptionThe objective of this position is to have the right number of...

  • Real Time Analyst

    hace 1 día

    Ciudad de México Amazon Web Services Mexico S. de R.L. de C.V. - C68 A tiempo completo

    Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - 3+ years of previous experience in a contact center environment using contact center technologies, such as Avaya, IEX, Nice, InContact, or similar - 2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst -...

  • Real Estate Underwriter

    hace 3 semanas

    Ciudad de México Real Hires A tiempo completo

    Real Estate Underwriter & Financial Analyst – Real Hires Bring clarity to the numbers. Help guide smart real estate decisions. We’re looking for a highly analytical and proactive financial professional to join us as a Real Estate Underwriter & Financial Analyst . In this role, you’ll play a key part in evaluating new investments, analyzing property...

  • Real Time Analyst

    hace 2 semanas

    Ciudad de México, Ciudad de México DoorDash A tiempo completo

    About the TeamThe RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative...

  • Real Time Analyst

    hace 1 semana

    Delegación Cuajimalpa de Morelos, Ciudad de México Source HR México A tiempo completo

    As a Real-Time Analyst (RTA), you will work closely with all partners, located in different timezones across the globe, ensuring the fastest support possible.Great Player support is fast and precise. The Partner Operations team is responsible for all support agents globally and the Workforce Management team makes sure the right people are always available to...

  • Real Estate Underwriter

    hace 3 semanas

    Ciudad de México Real Hires A tiempo completo

    A leading real estate company in Mexico City seeks a Real Estate Underwriter & Financial Analyst. This role focuses on evaluating investments, analyzing performance, and supporting asset management. Ideal candidates will have multi-family real estate experience and proficiency in financial modeling using Excel. If you are analytical and proactive, this role...

  • Wfm - Real Time Analyst Nocturno

    hace 3 semanas

    Naucalpan de Juárez, México Comdata Group A tiempo completo

    IMPORTANTE CALL CENTER SOLICITA WFM - REAL TIME ANALYST.**Requisitos**:Mínimo Lic truncaManejo de Excel intermedio - avanzadoExperiência mínimo de 6 meses como Real Time, WFM o MISConocimiento de métricas operativas de Contac Center**Funciones**:Gestión de tiempo real de auxiliares y tiempos de conexiónEnvió de reportes de productividad a...

  • Real Time Analyst

    hace 4 semanas

    Ciudad de México Allianz Partners A tiempo completo

    **What you do**- Support local efficiency of the center by ensuring the programming of Scheduling and monitoring real time staffing levels by interval.- Oversee the skill performance on real time. Monitoring potential abuses.- Make intraday decisions that deliver consistent service levels.- Intraday Highlights/Performance Notifications to operations and to...

  • Real Time Analyst

    hace 6 días

    Ciudad de México DoorDash A tiempo completo

    Job ID: - DoorDash Technologies Mexico- Mexico City, MexicoAbout the TeamThe RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate...