Real Time Analyst - Bilingual (Merida)

Concentrix; Mérida; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Real Time Analyst to manage intraday performance in a dynamic call center environment. This role involves ensuring optimal staffing levels, monitoring agent availability, and preparing reports to enhance operational effectiveness. The ideal candidate will possess strong analytical skills, effective communication abilities, and proficiency in Excel. Join a forward-thinking company that values detail-oriented and results-driven individuals, and take the next step in your career with a team that fosters growth and innovation.

Formación

• 1+ year of experience in Workforce Management or data analysis roles.
• Proficient in Excel, including Pivot Tables.

Responsabilidades

• Distributes agent schedules and monitors staffing needs.
• Prepares reports and resolves agent availability concerns.

Conocimientos

Data Analysis

Workforce Management

Excel

Communication Skills

Multi-tasking

Educación

Associate Degree (preferred)

Descripción del empleo

Job Title:

Real Time Analyst - Bilingual (Merida)

Job Description

The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Main responsibilities:

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections and exceptions into systems for agent time off and absences.
• Monitors inbound volume for unusual activity to ensure staffing needs are met.
• Recognize abnormal scheduling issues and escalate as necessary.
• Initiates and coordinates trouble tickets and escalates issues as required.
• Prepares standard and ad hoc reports for agent availability effectiveness.
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.
  
  

Candidate Profile:

• Previous experience in Workforce Management entry-level roles, or data analysis roles (at least 1 year).
• Effective written and verbal communication skills in English (B2 level).
• Proficient in Excel, including elaboration of Pivot Tables.
• Ability to multi-task and meet timelines on deliverables.
• Detail oriented.
• Results-oriented.
• Quick learner and self-starter.
• Associate degree in related field not required but is a plus.
  
  

Concentrix is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Concentrix hires only those legally authorized individuals to work in the country of the advertised position.

Location:

MEX Merida - EDIFICIO TORRE INDICO Calle 60 #1 Av. PROL. PASEO MONTEJO COLONIA VÍA MONTEJO

Language Requirements:

English

Time Type:

Full time

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