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Platacard VERIFIED EMPLOYER

Real Time Analyst.

Remote IT Operations & Support
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Real Time Analyst: our view in 3 lines...

  • The Role:This role is for a real-time analyst in a bank's contact center workforce management team.
  • The Person:The person will assign interactions in real time, monitor service levels and queues, analyze contact patterns, prepare performance reports, and respond to operational incidents and changes in volume.
  • Requirements:The ideal candidate has 3+ years of experience in a contact center environment using CRM, Avaya, IEX, NICE, or InContact, plus 2+ years in a Workforce Management role and advanced Excel skills.

About the role

¡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 

Published August 4, 2026
Location Mexico, MO
Category IT Operations & Support  

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