Real Time Analyst

IntouchCX; Bogotá ciudad; Presencial; COP 26.784.000 - 46.872.000; Jornada completa

Descripción de la vacante

IntouchCX in Bogotá is seeking a Real Time Analyst to monitor performance, adjust staffing, and forecast volumes to keep client SLAs met. You will analyze data, communicate insights to managers and team members, and help optimize real-time operations.

The ideal candidate has a high school diploma, strong Excel/Word skills, good communication, and the ability to learn new software. You must be accurate, analytical, and capable of multitasking in a dynamic contact center environment.

Formación

• High school diploma or equivalent (required).
• Some post-secondary education or completion of post-secondary schooling (preferred).
• Good communication skills.
• Advanced knowledge of MS Word and Excel.
• Adaptability to learn a variety of software programs.
• A high level of accuracy with regards to data entry.
• Strong analytical and problem solving skills.
• Willingness to learn and adapt to working in a new environment.
• The ability to multitask and self-manage your work day.

Responsabilidades

• Evaluate large amounts of data.
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members.
• Adjust staffing and scheduling according to changing needs of the business.
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients.
• Monitor schedules and elevate issues regarding attendance adherence.
• Work with team members to ensure they know their statistics related to the schedule.

Conocimientos

Analytical skills

Communication skills

Multitasking

Self-management

Educación

High school diploma or equivalent

Some post-secondary education

Herramientas

MS Word

MS Excel

Descripción del empleo

About the Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will…

• Evaluate large amounts of data
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
• Adjust staffing and scheduling according to changing needs of the business
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
• Monitor schedules and elevate issues regarding attendance adherence
• Work with team members to ensure they know their statistics related to the schedule

As Real Time Analyst, You Have…

• High school diploma or equivalent (required)
• Some post-secondary or completion of post-secondary schooling (preferred)
• Good communication skills
• Advanced knowledge of MS Word and Excel
• Adaptability to learn a variety of software programs
• A high level of accuracy with regards to data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a new environment
• The ability to multitask and self-manage your work day