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Platacard

Real Time Analyst

Mexico

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hirly's read of this role

Seniority
Mid level
Country
MX
Work mode
Remote-friendly
First seen by hirly
12 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

  • 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

Original posting on Platacard's site ↗

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