Real Time Analyst

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 grande. ¡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

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

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

• Advanced Excel skills.

• Experience working in a remote environment.

• Excellent interpersonal and communication skills.

What We Offer

• Competitive base salary

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

• Communication and office equipment

• Mandatory legal benefits

• Major Medical Insurance

• Life Insurance

¿Por qué unirte a Banco PLATA? Creemos en las personas antes que en los puestos. Aquí encontrarás un lugar donde tu esfuerzo se reconoce, tu crecimiento importa y cada logro se celebra en equipo. Somos una empresa que apuesta por el talento, impulsa nuevas oportunidades y acompaña tu desarrollo profesional en cada paso.

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