Real time analyst B2 ITG Workforce Junior

Barranquilla, Atlántico
Permanente
Tiempo completo

Hace 13 días

The Real Time Analyst plays a vital role by ensuring that we achieve our objectives by adjusting to the real time events related to staffing and schedule adherence. This role is empowered to help address issues and make changes as appropriate to ensure that program objectives are being met.
On site Medellín or Barranquilla Disponibilidad completa 247.
Skills and qualifications Hard and soft skills
1 year of experience working in a Contact Center or BPO It can be in any position CSR, sales, logistics, etc
At least 6 months of experience in Real time or Workforce
Experience using Power BI.
Experience using Microsoft Office, primarily Excel, Outlook, and OneNote
English B2 conversacional.
Responsabilities
Manage and monitor intraday queue performance and schedule adherence.
Partner with Operations to ensure that a workforce management plan is in place and is actively being implemented.
Monitor realtime ACD agent work states notify leadership of exceptions.
Perform real time changes to agent schedules in WFM platform.
Serve as point of contact between Operations and Workforce Management to identify
unexpected changes in volume which require changes to plan.
unexpected changes to absenteeism which might require a change in hours.
Monitor and document absenteeism within the WFM platform.
Understand client specific objectives and corresponding metrics necessary to achieve goals.
Communicate with client scheduling and RTA groups as required.
Other duties as assigned.Apply right now, we are waiting for you, BE A SOULVER

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