Real Time Analyst - Bogota, Colombia - IntouchCX

IntouchCX
IntouchCX
Empresa verificada
Bogota, Colombia

hace 1 semana

Carolina González

Publicado por:

Carolina González

beBee Recruiter
Descripción

About IntouchCX
IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.


About the Job


We're looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members.

The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.


As Real Time Analyst, You Will

  • Evaluate large amounts of data
  • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
  • Adjust staffing and scheduling according to changing needs of the business
  • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
  • Monitor schedules and escalate issues regarding attendance adherence
  • Work with team members to ensure they know their statistics related to the schedule

Requirements:


As Real Time Analyst, You Have

  • High school diploma or equivalent (required)
  • Some postsecondary or completion of postsecondary schooling (preferred)
  • Good communication skills
  • Advanced knowledge of MS Word and Excel
  • Adaptability to learn a variety of software programs
  • A high level of accuracy with regards to data entry
  • Strong analytical and problem solving skills
  • Willingness to learn and adapt to working in a new environment
  • The ability to multitask and selfmanage your work day


Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

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