CNX
Real Time Analyst - Bilingual
Nicaragua · Work style not stated · Full time
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About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerCNX
- LocationNicaragua
- Work styleWork style not stated
- Employment typeFull time
- Employer posted
Job Title:
Real Time Analyst - Bilingual
Job Description
The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and scheduling standards.
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Main responsibilities:
Distributesaccurateandtimelyagent schedules.
Inputs intraday corrections and exceptions into systems for agent time off and absences.
Monitors volume for unusual activity to ensure staffing needs are met.
Identifies abnormal scheduling issues andescalatesas necessary.
Initiates and coordinates trouble tickets and escalates issues asrequired.
Prepares standard and ad hoc reports for agent availability effectiveness.
Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and the command center.
Show full description
Candidate Profile:
Previousexperience in WorkforceManagemententry-level roles (at least 3 years).
Effective written and verbal communication skills in English (B2 level).
Proficient in Microsoft Excel.
Ability to multitask and meet timelines on deliverables.
Results-oriented.
Quick learner and self-starter.
Associate degree in a related field will be a plus.
Location:
NIC Managua - Del complejo Plaza el Sol, 200mts al Este
Language Requirements:
English (Required)
Time Type:
Full time
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At a glance
- Employment typeFull time
- Employer posted
- Added to ROLIVA
- Last checked
Skills in this posting
Skills ROLIVA found in the employer’s own description above. A mention is not a requirement.