Intraday Traffic Analyst

Intraday Traffic Analyst

Job Description

Job Summary: Monitor customer contact employees schedule adherence staffing levels and agent productivity by performing the following duties. if hired you would work through HITTS Mexico Remote; however you would Report to Telvista USA.

Essential Duties and Responsibilities:

Provides timely service levels to contact center supervisors and managers.

Accurately enters exceptions and time-off requests into the scheduling system.

Answers the call-in line to keep track of and report absences and real-time staffing.

Produces or generates reports regarding contact center metrics such as service level shrinkage and AHT. Ensures these reports are sent to appropriate managers in a timely manner.

Recommends offering voluntary time off or overtime to meet service-level requirements.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications :

Qualifications The requirements listed below are representative of the minimum knowledge skill and/or ability required to qualify for performing the job.

Experience: 1-2 years of Call Center Intraday Experience.

Education and/or Experience: One year certified from a technical school; or six months related experience and/or training; or equivalent combination of education and experience. Experience with workforce management software and Excel is a plus.

Language Skills: Must have excellent communication and verbal skills; Bilingual (English/Spanish) preferred. Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Must be able to persuade and influence to present ideas to management and clients in meetings conversations and in writing.

Mathematical Skills: Must have strong analytical and problem-solving skills. The ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions percentages ratios and proportions to practical situations.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Must be able to translate between business need and the data and actions required to resolve the need; to see a task in context within larger processes and projects.

Computer Skills: Strong experience with Microsoft Excel Access and SQL Server is required; Experience with Microsoft Project is a plus. Successful candidates will also need working knowledge of various reporting tools (e.g. Business Objects) workforce management systems (Aspect) telecom systems (Avaya) call center monitoring and recording systems (Verint) and customer relationship management/CRM (Interactive Intelligence & Salesforce).

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand walk and use hands to finger handle or feel. Specific vision abilities required by this job include close vision.

Employees must maintain regular and acceptable attendance at such levels as determined at Telvistas sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.

Telvista is an Equal Opportunity Employer

Additional Information :

Pay: $26000.00 Mexican Pesos Brutos Mensuales - Through HITTS Mexico 

Telvista is an Equal Opportunity Employer

Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race color religion sex (including pregnancy gender identity and sexual orientation) national origin age disability genetic information or any other characteristic protected by applicable federal state or local laws. This commitment extends to all aspects of employment including recruitment hiring promotion transfer training compensation benefits termination and all other terms and conditions of employment.

Remote Work :

Yes

Employment Type :

Full-time