RUI MX
**Job Title: Real-Time Analyst (RTA)**
**Location**: Hermosillo, Sonora, México
**Full-time ON-SITE Position**
**Job Summary**:
As a Real-Time Analyst (RTA), you will be responsible for monitoring and managing real-time operations to ensure optimal performance of our call center. You will analyze real-time data to make informed decisions, support agents, and facilitate operational efficiency.
**Key Responsibilities**:
- **Real-Time Monitoring**: Track call volume, service levels, and agent performance using monitoring tools and dashboards.
- **Performance Analysis**: Analyze call data to identify trends, patterns, and areas for improvement.
- **Scheduling Adjustments**: Recommend schedule adjustments based on real-time demand and agent availability.
- **Issue Resolution**: Address real-time operational issues by collaborating with team leaders and supervisors to resolve staffing or performance challenges.
- **Reporting**: Generate and present real-time performance reports to management, highlighting key metrics and operational challenges.
- **Communication**: Serve as the main point of contact for operational updates, changes, and announcements to the team.
- **Support Team Leaders**: Assist team leaders in performance management by providing insights and data on agent productivity and call handling.
- **Process Improvement**: Contribute to the development of best practices and procedures to enhance operational efficiency.
**Qualifications**:
- **Education**: Bachelor's degree in Business, Management, or a related field preferred.
- **Experience**: 1-3 years of experience in a call center or BPO environment, preferably in a real-time analyst or similar role.
- **Technical Skills**: Proficient in using call center software, monitoring tools, and Microsoft Excel.
- **Analytical Skills**: Strong analytical and problem-solving abilities with attention to detail.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- **Interpersonal Skills**: Ability to work collaboratively in a team environment and interact with various levels of staff.
- **Adaptability**: Comfortable working in a fast-paced environment and managing multiple tasks simultaneously.
**Benefits**:
- Competitive salary
- All law benefits
- Food vouchers
Pay: $20,000.00 - $25,000.00 per month
Application Question(s):
- Do you have more than 1 year of experience in Real Time Analyst?
Work Location: In person