Real Time Analyst - Bilingual (Merida)

Concentrix - CA; Mérida; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer service provider in Mérida is seeking a Real Time Analyst - Bilingual to oversee intraday performance. The role requires effective communication skills in English and proficiency in Excel. The analyst will manage schedules, monitor activity, and ensure staffing meets client demands. Ideal candidates will have at least one year of experience in related roles. This is a full-time position.

Formación

• Previous experience in Workforce Management entry-level roles, or data analysis roles (at least 1 year).

Responsabilidades

• 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 using various communication methods.

Conocimientos

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

Detail oriented

Results-oriented

Quick learner and self-starter

Educación

Associate degree in related field

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 messagingapplications 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

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents