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 notable.
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
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Mand
📌 Real Time Analyst (Ciudad de México)
🏢 Plata Card
📍 Ciudad de México
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