Is the Real Time Analyst position at Plata Card fully remote?

Yes, this Real Time Analyst position at Plata Card is a remote position. The role is available for candidates in Mexico.

Is this a full-time or part-time Real Time Analyst role?

This is a full-time Real Time Analyst position at Plata Card.

What benefits does Plata Card offer for this position?

Plata Card offers the following benefits: Life Insurance, Professional Development.

How do I apply for the Real Time Analyst position at Plata Card?

You can apply for this Real Time Analyst position by clicking the "Apply Now" button on this page, which will take you to Plata Card's application portal.

Real Time Analyst at Plata Card

Mexico

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! <hr data-start="838" data-end="841"> <h3 data-start="843" data-end="863">Responsibilities</h3> 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. <hr data-start="2028" data-end="2031"> <h3 data-start="2033" data-end="2048">Job Profile</h3> <ul data-start="2050" data-end="2431"> <li data-start="2050" data-end="2204"> 3+ years of experience in a contact center environment using contact center technologies such as CRM, Avaya, IEX, NICE, InContact, or similar platforms. </li> <li data-start="2205" data-end="2308"> 2+ years of experience in a Workforce Management role (e.g., Real-Time Analyst or Workforce Analyst). </li> <li data-start="2309" data-end="2333"> Advanced Excel skills. </li> <li data-start="2334" data-end="2379"> Experience working in a remote environment. </li> <li data-start="2380" data-end="2431"> Excellent interpersonal and communication skills. </li> </ul> <hr data-start="2433" data-end="2436"> <h3 data-start="2438" data-end="2455">What We Offer</h3> <ul data-start="2457" data-end="2696"> <li data-start="2457" data-end="2484"> Competitive base salary </li> <li data-start="2485" data-end="2581"> Opportunity to learn and grow with the company and influence process development initiatives </li> <li data-start="2582" data-end="2620"> Communication and office equipment </li> <li data-start="2621" data-end="2649"> Mandatory legal benefits </li> <li data-start="2650" data-end="2677"> Major Medical Insurance </li> <li data-start="2678" data-end="2696"> 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. </li> </ul> #soporte26

Apply Now

Remote Opportunity

Real Time Analyst

Join Plata Card as a mid professional working remotely from Mexico. Explore the role, benefits, and apply in one place.

Real Time Analyst

Plata Card

Full Time

6 days ago

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!

Mexico

Data

Mid

Workforce Management

Contact Center Operations

CRM

+5 more

Job Description

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

Benefits

Life Insurance
Professional Development

Skills

Workforce Management

Contact Center Operations

CRM

Avaya

IEX

Real-time analysis

NICE

InContact

Ready to Apply?

Join Plata Card today

Posted 6 days ago

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