Únete a Banco Plata Acabamos de recibir nuestra licencia bancaria y estamos entrando en una etapa de crecimiento acelerado, innovación constante y oportunidades reales para quienes quieren construir algo amplio.
Forma parte de la revolución financiera que está cambiando México

Responsibilities

Real-Time Task Assignment:
Ensure all agents are consistently assigned interactions (chats, calls) to maximize team efficiency and eliminate idle time.

Activity Monitoring:
Monitor service levels, response times, and workload across all queues, agents, and teams in real time to ensure operational targets are met.

Schedule & Volume Analysis:
Analyze inbound contact patterns (hourly/daily peaks) and adjust routing profiles and queues accordingly. Identify trends to optimize agent availability and improve response times.

Reporting:
Prepare and distribute reports related to Customer Care performance, including shrinkage, occupancy, service levels, response times, and other key KPIs.

Operational Issue Resolution:




Provide real-time support for operational tickets or incidents assigned to the CORE or Workforce team, delivering immediate solutions to operations and other stakeholders.

Effective Communication:
Immediately communicate changes in inbound contact patterns (volume increases, drops, peaks) to Operations and Workforce Management. Effectively manage contingencies or crises to ensure service continuity.

Job Profile

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3+ years of experience in a contact center environment using contact center technologies such as CRM, Avaya, IEX, NICE, InContact, or similar platforms.

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2+ years of experience in a Workforce Management role (e.g., Real-Time Analyst or Workforce Analyst).

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Advanced Excel skills.

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Experience working in a remote environment.

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Excellent interpersonal and communication skills.

What We Offer

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Competitive base salary

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Opportunity to learn and grow with the company and influence process development initiatives

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Communication and office equipment

📌 Real Time Analyst (México)
🏢 Plata Card
📍 México