Real Time Analyst
hace 3 semanas
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
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Ciudad de México Plata Card A tiempo completoAt Plata, we're building a high-tech financial platform that's transforming how people in Mexico interact with money. Through a simple, secure, and inclusive ecosystem, we provide access to premium financial products and outstanding customer experience. Our flagship product, Plata Card, offers up to 5% real cashback, up to 60 days to pay, and full control...
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Real Time Analyst
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Ciudad de México, Ciudad de México Plata Card A tiempo completoAtPlata, we're building the financial platform that's redefining how people in Mexico interact with their money.Founded in 2022 by leaders behind some of the world's most successful digital banks, Plata combines technology, simplicity, and trust to create a better financial experience for everyone.With a team of700+ people from 20+ nationalities, we're...
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Ciudad de México, , Mexico Confie TA Admin A tiempo completoThe 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...
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Real Time Analyst
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Ciudad de México, Ciudad de México Confie A tiempo completoJob 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...
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Ciudad Juárez, México Plata Card A tiempo completoAtPlata, we're building a high-tech financial platform that's transforming how people in Mexico interact with money. Through a simple, secure, and inclusive ecosystem, we provide access to premium financial products and outstanding customer experience.Our flagship product,Plata Card, offers up to5% real cashback, up to60 days to pay, and full control through...
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Ciudad de México PayPal A tiempo completoAt PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.Job...
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Real Time Analyst
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Ciudad de México, Ciudad de México DoorDash A tiempo completoAbout 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...
