[Hiring] Real Time Analyst @Plata Card

Role Description

• 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.

Qualifications

• 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.

Benefits

• 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

Company Description

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.