Real Time Analyst

hace 1 mes

Bogotá, Bogotá D.E., Colombia ContactPoint 360 A tiempo completo

Role Overview

ContactPoint360 is a forward-thinking company that prioritizes employee growth and innovation. As a Real Time Analyst, you will play a pivotal role in ensuring compliance with customer service level agreements by effectively managing call center traffic. This involves serving as the call traffic and trending analyst for assigned operations, providing real-time and historical call center data to internal and external stakeholders, and managing plan deviations resulting from sudden changes in workload patterns.

Key Responsibilities

  • Assist and direct day-to-day call traffic to service centers, ensuring consistent service level agreement compliance.
  • Conduct load-balancing through a skill-based routing system.
  • Work with the assigned operations management team to adhere to planned schedules and activities, implementing action plans to alleviate ongoing and anticipated challenges.
  • Partner with assigned operations in developing real-time action plans to mitigate ongoing challenges and execute tasks effectively.
  • Suggest staffing proposals for the week and adjust as needed to ensure balanced staffing.
  • Maximize staffing opportunities by plotting off-phone activities for future days.
  • Implement and support standardized call center staffing models, serving as a key analyst for staffing questions.

Communication and Reporting

  • Provide real-time analysis on productivity-impacting scenarios, enabling clients to make timely decisions about offline activities and outages.
  • Assist with staffing requirement analysis and scheduling to ensure contractual service levels are met, communicating the plan to assigned operations management.
  • Offer ongoing internal communications with call center staff and management on load balancing and staffing requirements in real-time, historically, and proactively.
  • Serve as the focal point between the client workforce management team and assigned operations management.

Education and Skills

  • Possession of a college degree or secondary school diploma is preferred.
  • Good understanding of basic contact center metrics and overall contact center operations.
  • Ability to articulate performance metrics and calculations, such as Service Level, Staffing Adherence, Average Handle Time, and Average Speed of Answer.
  • Demonstrates urgency, quick thinking, and sound problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to perform multiple tasks without compromising quality in a fast-paced environment.

Conditions

  • $2,300,000 Base salary
  • Performance Bonus
  • Career & Leadership Development Training Programs
  • Corporate Employee Discounts on Partnered Stores

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