Real Time Analyst

¡Únete a Banco Plata! Acabamos de recibir nuestra licencia bancaria y estamos entrando en una etapa de crecimiento acelerado, innovación constante y oportunidades reales para quienes quieren construir algo grande. ¡Forma parte de la revolución financiera que está cambiando México! Responsibilities Real-Time Task Assignment: Ensure all agents are consistently assigned interactions (chats, calls) to maximize team efficiency and eliminate idle time. Activity Monitoring: Monitor service levels, response times, and workload across all queues, agents, and teams in real time to ensure operational targets are met. Schedule & Volume Analysis: Analyze inbound contact patterns (hourly/daily peaks) and adjust routing profiles and queues accordingly. Identify trends to optimize agent availability and improve response times. Reporting: Prepare and distribute reports related to Customer Care performance, including shrinkage, occupancy, service levels, response times, and other key KPIs. Operational Issue Resolution: Provide real-time support for operational tickets or incidents assigned to the CORE or Workforce team, delivering immediate solutions to operations and other stakeholders. Effective Communication: Immediately communicate changes in inbound contact patterns (volume increases, drops, peaks) to Operations and Workforce Management. Effectively manage contingencies or crises to ensure service continuity. Job Profile 3+ years of experience in a contact center environment using contact center technologies such as CRM, Avaya, IEX, NICE, InContact, or similar platforms. 2+ years of experience in a Workforce Management role (e.g., Real-Time Analyst or Workforce Analyst). Advanced Excel skills. Experience working in a remote environment. Excellent interpersonal and communication skills. What We Offer Competitive base salary Opportunity to learn and grow with the company and influence process development initiatives Communication and office equipment Mandatory legal benefits Major Medical Insurance Life Insurance ¿Por qué unirte a Banco PLATA? Creemos en las personas antes que en los puestos. Aquí encontrarás un lugar donde tu esfuerzo se reconoce, tu crecimiento importa y cada logro se celebra en equipo. Somos una empresa que apuesta por el talento, impulsa nuevas oportunidades y acompaña tu desarrollo profesional en cada paso. #soporte26