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. #soporte26