Real Time Analyst - Bilingual (Merida)

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...