Intraday Performance Analyst
hace 2 meses
The Intraday Analyst plays a pivotal role in ensuring the achievement of organizational goals across multiple clients, campaigns, products, and sites. This role involves proactively monitoring and managing contact center intraday performance, reviewing metrics, and making expert recommendations for improving staffing, optimization of SLAs, and increasing efficiency.
Key Responsibilities- Exercise excellent judgement and significant latitude for self-directed actions and decision making that impact contact center operational costs.
- Make self-directed recommendations on staffing level adjustments using overtime, Voluntary Time Off (VTO), and intelligent call management methods.
- Ensure appropriate levels of planned non-working shrinkage (e.g., PTO).
- Analyze and provide feedback on service level performance outcomes.
- Actively adjust resource allocation in real-time to meet efficiency and service level targets.
- Identify and address any discrepancies in staffing levels to optimize efficiency.
- Proactively plan skill and support changes as needed to ensure contact center KPI and SLA targets can be met as efficiently as possible.
- Ensure a high standard of work, such as timely and accurate analysis of intraday patterns and impact of schedule exceptions.
- Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns.
- Track and report call volume trends on various time scales, from intraday to monthly. Interpret this information to design solutions for SLA and staffing challenges.
- Proactively communicate to key stakeholders (all levels of Operations Leadership) about issues and events impacting contact center performance.
- Work closely with Operational Partners to schedule offline activities, ensuring business and client needs are met.
- Evaluate and approve requests for Paid Time Off (PTO), VTO, and Overtime (OT).
- Support continuous improvement efforts and handle additional tasks as needed.
- Monitor intraday and historical data to inform decisions and plans.
- Assist with maintaining and engaging workforce management tools to maximize efficiency and ensure SLA sweet spot can be attained.
- Assist in organizing trainings, meetings, and non-working shrinkage.
- Communicate status of service levels, progress toward operational goals, and other key metrics.
- Collaborate with managers, lead analysts, and other team members on various tasks.
- Assist with updating and maintaining appropriate process documentation.
For further information about Assurant, please visit our website: https://www.assurant.com
-
Intraday Performance Specialist
hace 1 mes
Buenos Aires, Buenos Aires C.F., Argentina Assurant A tiempo completoThe Intraday Performance Specialist is a pivotal role at Assurant, responsible for ensuring the achievement of organizational goals across multiple clients, campaigns, products, and sites. This role involves proactively monitoring and managing contact center intraday performance to efficiently fulfill client contractual obligations.Key responsibilities...
-
Intraday Performance Optimization Specialist
hace 4 semanas
Buenos Aires, Buenos Aires C.F., Argentina Assurant A tiempo completoThe Intraday Performance Optimization Specialist plays a pivotal role at Assurant, ensuring the achievement of organizational goals across multiple clients, campaigns, products, and sites. This position involves real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimizing SLAs, and increasing efficiency.
-
Workforce Analyst
hace 6 meses
Buenos Aires, Argentina Assurant A tiempo completoThe Intraday Analyst is responsible forproactively monitoring and managingcontact center intraday performance and progress toward fulfilling client contractual obligations efficiently. This role is pivotal to ensuringthe achievement of organizational goals across multiple clients, campaigns, products, and sites. This role encompasses some real-time...
-
Retail Performance Analyst
hace 1 día
Buenos Aires, Argentina LVMH Group A tiempo completoLVMH Fragrance Brands reúne el Saber - Hacer de dos icónicas marcas: Parfums Givenchy & Kenzo Parfums, creando fragancias y productos de belleza altamente deseables y audaces. Nuestro espíritu único es promovido diariamente por nuestros talentos en todo el mundo, que actúan con los valores de Determinación, Agilidad, Realismo y Empatía, encapsulando...
-
Performance Marketing Analyst
hace 6 meses
Buenos Aires, Argentina FYG Consultoría A tiempo completoEstamos con búsqueda de **Performance Marketing Analyst** para sumarse a importante compañía de marketing digital. El talento participará en el equipo que lleva adelante la estrategia de Mkt Digital 360º para clientes claves, desarrollando una relación estratégica y a largo plazo. Vas a desempeñar un papel clave dentro de la vertical Apps, para...
-
Performance Engineer Analyst
hace 6 meses
Buenos Aires, Argentina Assurant A tiempo completoThe Performance Engineering Analyst (PEA) reports to the Performance Engineering Manager. The position operates with a high level of independence in strategic planning, data analysis, and improvement initiatives across our Global Home enterprise. The position will partner with peers within the Performance Engineering team, and across the Global Home...
-
Retail Performance Analyst
hace 4 días
Buenos Aires, Argentina LVMH Fragrance Brands A tiempo completo**Job responsibilities**: LVMH Fragrance Brands reúne el Saber - Hacer de dos icónicas marcas: Parfums Givenchy & Kenzo Parfums, creando fragancias y productos de belleza altamente deseables y audaces. Nuestro espíritu único es promovido diariamente por nuestros talentos en todo el mundo, que actúan con los valores de _Determinación, Agilidad,...
-
Performance Marketing Analyst
hace 6 meses
Buenos Aires, Argentina BBVA A tiempo completoEn Openpay by BBVA estamos en la búsqueda de un Performance Marketing Analyst. En BBVA Argentina nos destacamos como una de las principales entidades financieras privadas del país. En BBVA nuestros valores nos guian hacía mantener al cliente en primer lugar y pensar en grande para lograr una mayor inclusión financiera. Además, nuestro enfoque de...
-
Strategic Performance Analyst
hace 3 semanas
Buenos Aires, Buenos Aires C.F., Argentina 4500 Natura Cosméticos S.A. (Argentina) A tiempo completoAre you passionate about creating a better future for society? Do you enjoy working in a dynamic environment where sustainability and diversity are highly valued?Natura, a company present in over 100 countries with more than 200 million consumers, invites you to join their team as a Performance Analyst.The role is part of the commercial planning regional...
-
Performance Engineer Analyst
hace 4 meses
Buenos Aires, Argentina Assurant A tiempo completoThe Performance Engineering Analyst (PEA) reports to the Performance Engineering Director. The position operates with a high level of independence in strategic planning, data analysis, and automation improvement initiatives in a world class organization. The position will partner with peers within the Performance Engineering team, and across the Global Home...
-
Key Performance Analyst
hace 1 mes
Buenos Aires, Buenos Aires C.F., Argentina Ecolab A tiempo completoJob Summary:As a Key Performance Analyst at Ecolab, you will be responsible for providing financial analysis and planning support to corporate functions. The ideal candidate will have a strong background in accounting and financial analysis, with experience in SAP, EPM, and Excel.Key Responsibilities:Execute corporate function forecasting, accounting, and...
-
Marketing Performance Analyst
hace 6 meses
Buenos Aires, Argentina Despegar A tiempo completoEn el **#EquipoDespegar** somos un grupo de grandes profesionales dedicados a crear las mejores experiências para que los viajes enriquezcan la vida de las personas. Trabajamos en equipo, nos involucramos, no nos da miedo equivocarnos y siempre vamos por más. **#EquipoDespegar** es crecer, desarrollarse, es proponerse un objetivo y no parar hasta...
-
City Performance Analyst
hace 6 meses
Buenos Aires, Argentina Cabify A tiempo completo**City Performance Analyst** En Cabify creemos que una nueva forma de movilidad urbana es posible. Un ecosistema que permita tener menos coches privados en las calles, vehículos más sostenibles y rutas más eficientes. Ciudades en las que sus calles estén pensadas por y para las personas, y no para los coches. Productos y servicios que, mediante...
-
Analyst, Media
hace 6 meses
Buenos Aires, Argentina Warner Bros. Discovery A tiempo completo**_Every great story has a new beginning, and yours starts here._** **_ Welcome to Warner Bros. Discoverythe stuff dreams are made of._** **Who We Are ** When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of...
-
Fintech Operations Performance Sr Analyst
hace 6 meses
Buenos Aires, Argentina Delivery Hero A tiempo completoAbout the opportunity Tenemos una oportunidad para vos! Buscamos **Fintech Operations Performance Sr Analyst** para sumar al equipo,** aceptamos postulaciones tanto de Montevideo, Uruguay, como de Buenos Aires, Argentina!** - Formar parte del desarrollo de modelos de datos, tracking de mejoras de proyectos esperadas en base a la información obtenida y...
-
Performance Marketing Manager
hace 6 meses
Buenos Aires, Argentina Varsity Tutors A tiempo completoNerdy is seeking a data-driven Performance Marketing Analyst to help manage, enhance, and develop the company's digital marketing campaigns and strategies. This role will play a pivotal role in driving our digital marketing efforts and achieving our business goals. The Performance Marketing Analyst will be responsible for developing and executing data-driven...
-
Sr Marketing Performance Analyst
hace 6 meses
Buenos Aires, Argentina Despegar A tiempo completoEn el **#EquipoDespegar** somos un grupo de grandes profesionales dedicados a crear las mejores experiências para que los viajes enriquezcan la vida de las personas. Trabajamos en equipo, nos involucramos, no nos da miedo equivocarnos y siempre vamos por más. **#EquipoDespegar** es crecer, desarrollarse, es proponerse un objetivo y no parar hasta...
-
Performance Senior Analyst
hace 6 meses
Buenos Aires, Argentina KAVAK A tiempo completoNosotros KAVAK.com es el Ecommerce #1 de autos en Latinoamérica. Traemos confianza, rapidez y seguridad al mercado automotriz de usados. A través de nuestra plataforma facilitamos a los usuarios encontrar el vehículo de sus sueños o vender el suyo desde la comodidad de una computadora o dispositivo móvil. Además, ofrecemos una experiencia práctica...
-
Strategy & International Performance Sr Analyst
hace 6 meses
Buenos Aires, Argentina Delivery Hero A tiempo completoAbout the opportunity Tenemos una oportunidad para vos! Buscamos Strategy & International Performance Sr Analyst para sumarse al equipo! - Identificar y analizar el impacto de iniciativas estratégicas asociadas al P&L con un enfoque data-driven, comunicando resultados a los stakeholders mediante presentaciones Interactuar eficientemente con los...
-
Marketing Performance Analyst
hace 4 semanas
Buenos Aires, Argentina Despegar A tiempo completoEn el **#EquipoDespegar** somos un grupo de grandes profesionales dedicados a crear las mejores experiências para que los viajes enriquezcan la vida de las personas. Trabajamos en equipo, nos involucramos, no nos da miedo equivocarnos y siempre vamos por más. **#EquipoDespegar** es crecer, desarrollarse, es proponerse un objetivo y no parar hasta...