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Real Time Analyst

hace 4 meses

Bogotá, Bogotá D.E., Colombia ContactPoint360 A tiempo completo

Who We Are:

ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions.

We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies.

We're proud to call ourselves innovative leaders in the industry and value how we've been able to grow significantly from 5 to 1000+ employees since opening 12 years ago.

We're Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next-level talent to our operations as we continue to expand our work-from-home solutions and our brick-and-mortar locations too.


Conditions

  • Schedule: 47hrs per Week
  • Days off: based on ops needs
  • Work at home: Based on ops needs

Real-Time Analyst:

  • Monitor realtime contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using realtime monitoring tools and reports to keep track of the current state of operations
  • Adherence Management:
Ensure agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan. Monitor agent login and logout times, track schedule adherence, and promptly address any deviations.

Communicate with team leaders to resolve adherence issues and maintain optimal staffing levels.- Service Level Management: Responsible for monitoring and managing service level performance.

Ensure that the contact center is meeting its service level targets, such as average speed of answer (ASA), response time, or abandonment rate.

If service levels are at risk of not being met, take immediate action to adjust staffing such as canceling offline activities, requesting for recovered hours, and additional support for supervisors.- Escalation Handling: In situations like unexpected spikes in contact volume occur or when service level targets are at risk, take appropriate actions to address the problem.

If required, escalate issues to supervisors or managers and initiate emergency protocols to mitigate the impact and restore optimal service levels.- Reporting Management: Generate real-time and historical reports on contact center performance, including service level metrics, queue statistics, and other relevant KPIs.

Analyze these reports to identify trends, patterns, and areas for improvement, and provide recommendations to management for enhancing operational efficiency and customer experience.- Communication and Collaboration: Effectively communicate with contact center supervisors, team leaders, workforce management teams, and other stakeholders.

Provide timely updates on real-time performance, escalate issues as necessary, and maintain clear lines of communication to ensure effective coordination.- Change Management: Manage changes related to staffing requirements, schedule adjustments, recovered hours, VTO, or other operational changes.


Qualifications:

Analytical skills

  • Strong communication skills
  • Problemsolving abilities
  • Time management and organizational skills
  • Knowledge of contact center metrics

Flexibility and adaptability:
Willingness to work in shifts and adapt to changing business needs and priorities.

We are waiting for you. APPLY NOW
**From Maple Leaf to Colombia: Proudly Colombian, Uniquely Canadian.