Real Time Call Center Analyst

Real Time WFM Analyst
Join our team
We are looking for a Real Time WFM Analyst with experience in operational monitoring and real-time administration within contact centers. If you are passionate about data analysis, decision-making, and operation optimization, this opportunity is for you.
Job Objective
You will be responsible for monitoring in real time the compliance with the operational schedule, supervising the main Key Performance Indicators (KPIs), and executing actions that ensure compliance with the service levels established with the client. Likewise, you will participate in the generation of reports, raising alerts, and analysis for the continuous improvement of the operation.
Main Responsibilities
Monitor in real time the connection, adherence, and availability of customer service agents.
Manage operational incidents and issue timely alerts to minimize service disruptions.
Prepare and send KPI reports periodically by hour to operational areas.
Analyze operational behavior and conduct post-mortem analyses to identify improvement opportunities in forecasting and staffing.
Manage the assignment of agent Skill Splits and make changes to Ring Groups when necessary to optimize productivity.
Design and track dialing strategies for Outbound campaigns, monitoring dialing and contact metrics.
Track operational metrics and propose actions to ensure business objectives are met.
Requirements
Incomplete, ongoing, or completed Bachelor's degree in Statistics, Mathematics, Economics, Engineering, or related fields.
Minimum of 1 year of experience as a Real Time Analyst, WFM, or similar position in a Call Center.
Knowledge of operational indicators such as
AHT (Average Handle Time)
Service Level (SL)
Occupancy (OCC)
Shrinkage
ABA (Abandonment Rate)
Adherence (ADH)
TC (Talk Time)
PPH (Picks Per Hour)
Intermediate Excel skills.
Experience in report generation and information analysis.
Experience with Workforce Management (WFM) tools.
We Offer
Base salary 11,686.58 gross monthly.
Productivity bonus Up to 2,500 monthly.
Statutory benefits from the first day
IMSS (Mexican Social Security Institute)
Infonavit (Housing Fund)
Christmas bonus
Vacations
Vacation premium
Sunday premium
Above-average benefits
Minor medical expense insurance.
Accident insurance.
Funeral expense insurance.
Discounts at participating establishments and stores.
Savings fund.
Schedule
8-hour workday.
Days off and rotating schedule according to operation.
Work Location
Eje Central, a few minutes from Metro Eugenia and Metro Nativitas stations.
Interested?
Apply through this medium or request more information at 55 7916 0889 with Fernanda Ramírez.
Job board Mexico offers the position of Real Time Call Center Analyst for the CallCenter Telemarketing sector at Grupo Nach company in Benito Juárez. Salary according to your experience and the average salary of the sector. Update your curriculum vitae now and apply for this job. Employment Type: Full-time.