Real Time Analyst

2 months ago
Full-time
Junior
Customer and Technical Support

Banco Plata, S.A., Institución de Banca Múltiple.

A banking and financial services company focused on digital consumer banking, including credit cards, accounts, investments, savings, and business accounts. Its site describes it as a technology-driven financial institution designed to make banking simple, transparent, and accessible in Mexico.

Banking / financial services
1001-5000
Founded 2023
$2000M raised

Description

  • Assign chats and calls in real time to maximize agent utilization and reduce idle time.
  • Monitor service levels, response times, and workload across queues, agents, and teams.
  • Analyze inbound contact patterns and adjust routing profiles and queues based on volume trends.
  • Prepare and distribute performance reports covering shrinkage, occupancy, service levels, response times, and other KPIs.
  • Provide real-time support for operational tickets and incidents for the CORE or Workforce team.
  • Communicate inbound volume changes and contingencies immediately to Operations and Workforce Management.
  • Manage operational crises to help maintain service continuity.

Requirements

  • 3+ years of experience in a contact center environment using CRM, Avaya, IEX, NICE, InContact, or similar platforms.
  • 2+ years of experience in a Workforce Management role such as Real-Time Analyst or Workforce Analyst.
  • Advanced Excel skills.
  • Experience working in a remote environment.
  • Excellent interpersonal and communication skills.

Benefits

  • Competitive base salary.
  • Opportunity to learn and grow with the company.
  • Opportunity to influence process development initiatives.
  • Communication and office equipment provided.
  • Mandatory legal benefits.
  • Major Medical Insurance.
  • Life Insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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