# Real Time Analyst - Company: [Platacard]() - Location: Mexico - Team: Customer Care Ops - Posted: September 23, 2025 ## Job description ****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 ## Apply [Apply on Platacard]() Canonical job page: