Real Time Analyst - Bilingual (Merida)

Location MEX Merida - EDIFICIO TORRE INDICO Calle 60 #1 Av. PROL. PASEO MONTEJO COLONIA VÍA MONTEJO Mexico Category Workforce Management (WFM) Job Id R1568956 Posted Date 01/20/2025 External
JOB DESCRIPTION

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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Hi, we’re Concentrix.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

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