-
Worforce Real Time Analyst
hace 6 días
CP360 San Pedro Garza Garcia, México Tiempo indefinidoReal-Time Monitoring: · Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operatio ...
-
Supply Chain Planning Engr
hace 1 día
Caterpillar Santa Catarina, México**Career Area**:Manufacturing & Supply Chain**: · Your Work Shapes the World at Caterpillar Inc. · When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world bui ...
-
Us Corporates
hace 16 horas
Fitch Ratings Monterrey, MéxicoUS Corporates - Credit Analyst, Energy & Natural Resources · **Requisition ID**:45973**Business Unit**:Fitch Ratings**Category**:Credit Analysis & Research**Location**:Monterrey, MX**Date Posted**:Aug 29, 2023- At Fitch, we have an open culture where employees are able to exchang ...
-
Service Desk Analyst
hace 16 horas
DYOPATH Monterrey, MéxicoTitle: Service Desk Analyst · - Work Location: Monterrey, N.L._ · - Status: Full-time with Benefits_ · - Shift: Within 4AM to 9PM - Weekends between 9AM to 7PM - shift to be determined_ · - Hours per Week: 42.5_ · - Salary: 17K - 18K monthly depending on experience_ · - Require: ...
-
Specialist Merchandising Analysis
hace 1 día
AutoZone Monterrey, MéxicoJob Title · Specialist Merchandising Analysis · Position Purpose · Primary Accountabilities · - (Business Analysis) Provides structure and numerical foundations to the Line Review process, manages to transcend the data to reveal business intelligence. · - (Data Procesing) Identif ...
-
Service Desk Analyst
hace 16 horas
Tata consultancy services Monterrey, México**Service Desk Analyst** · **Work location : Monterrey** · **Work Mode: Onsite** · - Excellent documentation and communication skills · - Ability to work quickly, accurately, and efficiently under tight deadlines. · - Must be highly organized, proactive, and collaborative. · - Ab ...
-
Bill of Material Analyst
hace 1 día
Polaris Inc. Monterrey, MéxicoAt Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible p ...
-
Editor - Monterrey
hace 1 día
Fitch Ratings Monterrey, MéxicoEditor - Monterrey · **Requisition ID**:46480**Business Unit**:Fitch Ratings**Category**:Operations**Location**:Monterrey, MX**Date Posted**:Apr 8, 2024- At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, ir ...
-
Sr Financial Analyst I
hace 16 horas
Rockwell Automation Monterrey, MéxicoRockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing compan ...
-
Data Lead
hace 1 día
Scalepex Monterrey, México**Data lead** · **Who we are** · Scalepex is a dynamic services firm specializing in providing nearshore solutions. We are committed to reshaping the way businesses harness talent globally. With a relentless dedication to excellence, we empower organizations to thrive in a rapidl ...
-
Performance Data Analyst
hace 16 horas
Axen Monterrey, MéxicoAt AXEN IT Consulting we are growing exponentially with clients with great growth projections, We have more than 25 years of experience in the information technology services market, Focused on our growth and at the same time offering improvement plans to our talent, We are curre ...
-
Planner Buyer
hace 16 horas
S2S Soft Monterrey, México**About The Role**: · The Sourcing & Materials analyst is responsible to support the NPI team - New Product Introduction - by ensuring critical tool components are procurement competitive and delivered on time based off aggressive schedule. The role is of significant importance a ...
-
Full Stack
hace 1 día
Axented Monterrey, MéxicoWe are looking for a PHP Developer dedicated to the craft, who writes code they are proud of and can hit the ground running. A PHP Developer writes beautiful, fast PHP to a high standard in a timely and scalable way that improves the code base of our products in meaningful ways. ...
-
Fullstack Developer
hace 16 horas
Axented Monterrey, MéxicoWe are looking for a Full Stack Developer to produce scalable software solutions. You'll be part of a small team that's responsible for the full software development life cycle, from conception to deployment. As a Full Stack Developer, you should be comfortable around both front- ...
-
IT BI Reporting Analyst
hace 16 horas
GM Financial Monterrey, MéxicoOverview: · The · **IT BI Reporting Analyst** is responsible for the delivery of operational reports, tools and analytics to business stakeholders' primarily in Mexico and occasionally in other Latin American Countries. · **Responsibilities**: · - Ensure the timely and accurate g ...
-
Citi Monterrey, MéxicoThe Infrastructure Analyst 1 is an entry level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is ...
-
Oracle Integration Cloud Developer
hace 16 horas
Ectotec S.A. de C.V. Monterrey, MéxicoEN ECTOTEC SOMOS UNA EMPRESA DE SERVICIOS ESPECIALIZADOS EN TECNOLOGÍAS PARA LA EDUCACIÓN. · Estamos en búsqueda de **Oracle Integration Cloud Developer -** · **Description**; · The Oracle Integration Cloud Technical Developer will use Oracle Integration Cloud to design, develop, ...
-
IT Security Analyst
hace 16 horas
Charger Logistics Inc Monterrey, México**_We're proud to say we've been named one of "Super Empresas Expansión 2023 Top_** · Charger Logistics is a world class asset-based carrier. We specialize in delivering your assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight, inc ...
-
Dpd Fullfillment Analyst
hace 16 horas
Danfoss Monterrey, MéxicoRequisition ID: Job Location(s): Monterrey, MXJOB PURPOSE · The Analyst is contributing to or driving implementation of best practises in logistics processes with impact on the results of the segment - regionally and/or globally. Main focus is to continuously improve performance ...
-
Business Consultant Wms
hace 1 día
Blue Yonder Monterrey, MéxicoBlue Yonder Title: · Business Consultant - Warehouse Management Systems (WMS) · Other comparable titles: · Implementation Consultant, Business Analyst, Warehouse Management Consultant, Supply Chain Functional Consultant, Business Consultant Intermediate · Location: Flexible in-co ...
Workforce Real Time Analyst - San Pedro Garza Garcia, México - CP360
Descripción
Excell Expert to create and fill daily reportsMonitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operations
Adherence Management:
Ensure that agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan.
Monitor agent login and logout times, track adherence to schedules, and address any deviations promptly. Communicate with team leaders to resolve adherence issues and maintain optimal staffing levels.Service Level Management:
Responsible for monitoring and managing service level performance.
Ensure that the contact center is meeting its service level targets, such as average speed of answer (ASA), response time, or abandonment rate.
If service levels are at risk of not being met, take immediate action to adjust staffing such as canceling offline activities, requesting for recovered hours and additional support for supervisors.
Qualifications:
Workforce management experience:
Prior experience in real-time analysis and workforce management within a contact center or customer service environment is typically required.
Analytical skills:
Ability to analyze and interpret data, identify trends, and make data-driven decisions. Proficiency in using workforce management tools and software.
Strong communication skills:
Excellent verbal and written communication skills to effectively communicate with contact center agents, managers, and other stakeholders.
Problem-solving abilities: Proactive mindset and the ability to quickly identify and address operational challenges. Capacity to make real-time decisions and adjust strategies to optimize workforce performance.
Time management and organizational skills:
Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
Knowledge of contact center metrics:
Familiarity with key contact center metrics such as service level, average handle time (AHT), occupancy, and adherence to schedule.
Flexibility and adaptability:
Willingness to work in shifts and adapt to changing business needs and priorities.