Real Time Analyst

hace 3 meses

Bogotá, Colombia ContactPoint 360 A tiempo completo

Who we are:

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA. Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Job Summary Purpose:

As a Real Time Analyst , you will manage all call center traffic to ensure compliance with customer service level agreements. This will include serving as the call traffic and trending analyst for the assigned operations, providing real-time and historical call center data to internal and external audiences, managing plan deviations resulting from sudden changes in workload patterns, and working with call center supervisors and managers. In addition, you will analyze trends within assigned operations, including call volumes, call patterns, staff productivity, absenteeism, performance trends, shrinkages, and resource allocation. This position will use results of these analyses to adjust forecasted intraday call volume, AHT, and staff scheduling, and apply the necessary action plans and strategies to address anticipated gaps.

Real Time Queue Management

  • Assists and directs the day-to-day call traffic to service centres, ensuring that service level agreements are consistently met.
  • Conducts load-balancing through a skill-based routing system.
  • Works with the assigned operations management team in adhering to the planned schedules and activities, implementing action plans aimed to alleviate ongoing and anticipated challenges.
  • Partners with the assigned operations department in developing real-time action plans needed to mitigate ongoing challenges and works with the team in the proper execution of the tasks at hand.
  • Sends out staffing proposals for the week and performs adjustments to ensure balanced staffing.
  • Maximizes staffing opportunities through plotting off-phone activities for future days (+1 to +14 days).
  • Implements and supports a standardized call center staffing model and serves as a key analyst for staffing questions for management.

Communication

  • Provides real-time analysis around productivity impacting scenarios to customers to enable them in making timely decisions about offline activities and outages.
  • Assists with staffing requirement analysis and scheduling of staff to ensure contractual service levels are always met and communicates the plan to the assigned operations management.
  • Provides ongoing internal communications with call centre staff and management on load balancing and staffing requirements in real-time, historically, and proactively.
  • Acts as the focal point between the client workforce management team and the assigned operations management.
  • Participates in and contributes to performance improvement activities.
  • Conducts post-mortem analysis on missed KPIs and leads discussions with key leaders on challenges and actions taken.

Real Time Reporting

  • Establishes and maintains an appropriate level of call center reporting to key stakeholders, including real-time and historical reporting on call volumes, staffing, and historical call trends.
  • Establishes reporting procedures and becomes a central repository of call center data.
  • Assists operations leaders with ad-hoc reports detailing performance outputs and/or challenges.
  • Participates in special projects and performs other duties as assigned.
  • Gathers relevant information on technical issues and communicates with the appropriate support departments.
  • Communicates the outage or issue to the supported client counterparts until resolution.

Educational Background:

  • Preferably a college graduate, or at least with a secondary school diploma.

Skills Requirements:

  • Good understanding of basic contact center metrics and overall contact center operations.
  • Can articulate performance metrics and calculations such as Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc.
  • Demonstrates a high sense of urgency, quick thinking, and sound problem-solving skills.
  • Must have good organization and time management skills.
  • Excellent verbal and written communication skills.
  • Ability to perform multiple tasks without compromising quality output in a fast-paced environment.
  • Strong team player and able to motivate and influence others.
  • Proficiency using Microsoft Office software products.
  • Self-motivated, able to work effectively under minimal supervision.
  • Flexible, with the ability to adapt quickly to change.
  • Required to work flexible hours/shifts.

Conditions:

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

Apply Now

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