Full-time
Real Time Analyst - Bilingual (Merida)
Posted by Concentrix - CA • Mérida, Yucatán, Mexico
About the Role
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 r...
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