Location: On site CDMX Av. Insurgentes 810 Col. Del Valle Centro, Alcaldía Benito Juárez C.P. 03100
Full-time ON-SITE Position
Job Summary:
As a Real-Time Analyst (RTA), you will be responsible for monitoring and managing real-time operations to ensure optimal performance of our call center. You will analyze real-time data to make informed decisions, support agents, and facilitate operational efficiency.
Key Responsibilities:
- Real-Time Monitoring: Track call volume, service levels, and agent performance using monitoring tools and dashboards.
- Performance Analysis: Analyze call data to identify trends, patterns, and areas for improvement.
- Scheduling Adjustments: Recommend schedule adjustments based on real-time demand and agent availability.
- Issue Resolution: Address real-time operational issues by collaborating with team leaders and supervisors to resolve staffing or performance challenges.
- Reporting: Generate and present real-time performance reports to management, highlighting key metrics and operational challenges.
- Communication: Serve as the main point of contact for operational updates, changes, and announcements to the team.
- Support Team Leaders: Assist team leaders in performance management by providing insights and data on agent productivity and call handling.
- Process Improvement: Contribute to the development of best practices and procedures to enhance operational efficiency.
Qualifications:
- Education: Bachelor’s degree in Business, Management, or a related field preferred.
- Experience: 1-3 years of experience in a call center or BPO environment, preferably in a real-time analyst or similar role.
- Technical Skills: Proficient in using call center software, monitoring tools, and Microsoft Excel.
- Analytical Skills: Strong analytical and problem-solving abilities with attention to detail.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey inf
📌 Real Time Analyst (Colonia del Valle Centro)
🏢 Rui
📍 Colonia del Valle Centro
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