Real-Time Performance Analyst

1 semana atrás

São Paulo, São Paulo, Brasil beBeeAnalytical Tempo inteiro R$137.120 - R$163.984
Job Title

A data-driven professional is needed to oversee real-time performance and metrics in a fast-paced environment. The ideal candidate will have expertise in monitoring key performance indicators, analyzing data, and making informed decisions.

Responsibilities:
  • Monitor team performance against work schedules and real-time productivity through applications;
  • Provide direction, guidelines and performance updates to hit service level goals;
  • Collaborate with team members to identify trends and patterns affecting service levels;
  • Communicate actual performance & productivity of team KPIs to CS leaders to promote the achievement of KPI targets;
  • Develop and maintain up-to-date Help Center articles pertaining to incidents or events anticipated to generate increased customer traffic;
  • Generate and submit incident reports, daily and weekly, documenting events comprehensively and in a high-level protocol;
  • Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions, and impacts;
  • Explore and recommend improvements or optimizations in using monitoring tools and technologies to enhance real-time performance tracking and reporting capabilities;
Requirements:
  • Bachelor's degree in business administration, management, finance, statistics, mathematics, or a related field;
  • Minimum 2-3 years experience in an RTA role in a multi-site, multi-language, high-volume environment;
  • Direct experience monitoring key performance indicators (KPIs) such as service levels, occupancy, adherence, and utilization to ensure targets are met;
  • Advanced proficiency in Excel and other data analysis tools to create reports and trend analytical data reports;
  • Strong analytical skills to interpret data, identify trends, and make data-driven decisions;
  • Understanding of statistical methods and their application in trending, forecasting and scheduling;
  • Strong organizational skills to manage multiple tasks and projects simultaneously;
  • Ability to multitask, focus, and have excellent time management skills with the ability to work with minimal supervision;
  • Strong Proficiency in Data Tools: MS Office, SQL, or Python;
  • Proficiency in other RTA/WFM Tools and CRM Tools: specifically, Zendesk and Jira, would be an asset;
  • Six Sigma or Lean experience: experience with process improvement methodologies that can help streamline workforce management processes, is an asset;
  • Strong command of the English language.
What We Offer:
  • Competitive salary package and bonus scheme;
  • Health insurance for you and your family;
  • Monthly meal allowance;
  • Developmental 360° feedback framework;
  • Unlimited access to Udemy & continuous training.

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