Real-time Analyst - Data Analyst

Description

Position Summary: We are seeking a Real-time Analyst to monitor, alert on, and analyze operational deviations in Contact Center activities to ensure indicator stability. Key Highlights: 1. Real-time KPI Monitoring and Alerts 2. Detailed analysis for managerial decision-making 3. Ongoing coordination with operations for staffing adjustments A Latin American company specializing in enterprise-customer relations through Contact Center and BPO operations is seeking: • Real-time Analyst | Data Analysis OBJECTIVE: Proactively alert operations regarding any deviations in management levers (e.g., absenteeism or time-related metrics). The ultimate goal is to maintain stable performance indicators and ensure business profitability. PROFILE: - Education: Bachelor’s degree in Systems, Computer Science, or Administrative fields (graduates, current students, or those who have completed at least five semesters). - Experience: Minimum 1 year in the industry or in similar roles. - Experience: Minimum 1 year in similar roles within the Contact Center industry. - Intermediate Excel proficiency (mandatory). - Proficiency in MS Office Suite and Team Viewer. - Strong understanding of Contact Center metrics. RESPONSIBILITIES: - Monitoring and Alerts: Notify real-time deviations in KPIs such as tardiness, absenteeism, and auxiliary management. - Reporting: Deliver results by hourly intervals and end-of-day summaries. - Planning: Execute the weekly 'flight plan'. - Coordination: Maintain constant communication with operations to adjust staffing according to forecasted or current needs. - Analysis: Provide detailed reports to support management in making sound decisions and improving efficiency. SCHEDULE: - Monday to Friday, with weekend on-call duties. WE OFFER: - Salary: $10,000 net monthly - Monthly bonus of $2,000, based on performance objectives - Statutory benefits (social security, year-end bonus, vacation, vacation premium) - Life insurance - Discounts at various institutions - Music, art, dance, and other classes - Free English classes with certified instructors WORK LOCATION: Polanco, CDMX Our Commitment to Diversity We are an organization that values diversity and inclusion. We consider all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.-Requirements- Minimum education: Upper secondary education – General High School Diploma 1 year of experience Knowledge: Analytical ability, Data analysis, Metrics, Microsoft Excel Keywords: analyst, data