Real Time Analyst

We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth in Colombia. We want you to be part of this great team.

Location

Location: Colombia - Bogota

Contract

Contract: Full-time, indefinite term

Salary Range

Salary Range: 3´100.000 COP

Purpose of the Role

To efficiently follow up on operational performance and maintain adequate staffing standards through analytics and reporting on real time basis.

Responsibilities

• Monitor real-time ACD work state or agents, schedule and break adherence, and agents exceeding thresholds
• Ensure staffing and service levels are within acceptable range
• Approve discretionary activities to increase occupancy and take advantage of high availability
• Increase staffing level during irregular Operations or high call volume
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