Intraday Traffic Analyst - Remote

Overview

The Intraday Traffic Analyst at Telvista will monitor employee schedule adherence, staffing levels, and agent productivity to ensure optimal service levels in the contact center.

In Short

• Monitor schedule adherence and staffing levels.
• Enter exceptions and time-off requests into the scheduling system.
• Track and report absences and real-time staffing.
• Generate reports on contact center metrics.
• Recommend voluntary time off or overtime as needed.
• No supervisory responsibilities.
• Work remotely through HITTS Mexico while reporting to Telvista USA.
• 1-2 years of call center intraday experience required.
• Bilingual skills in English and Spanish preferred.
• Strong analytical and problem-solving skills needed.

Requirements

• 1-2 years of Call Center Intraday Experience.
• Technical school certification or equivalent experience.
• Experience with workforce management software and Excel is a plus.
• Excellent communication and verbal skills.
• Strong experience with Microsoft Excel, Access, and SQL Server.
• Ability to interpret documents and write routine reports.
• Mathematical skills for statistical analysis.
• Ability to apply common sense understanding to instructions.
• Experience with reporting tools and CRM systems is beneficial.
• Regular and acceptable attendance is required.

Benefits

• Comfortable work environment with cheerful break rooms.
• Learning and development opportunities.
• Empowering culture that encourages taking on new challenges.
• Equal Opportunity Employer.