UnifyCX is growing and looking for a RTA to join our motivated and ambitious team in Barranquilla

What Will You Do?

Monitor:
- Demand Patterns - Contact Volume, handle time per contact, Staff requirement for multi-vendor operations
- Supply Patterns - Shift Attendance, Staff Auxiliary Usage for planned and unplanned events on real time

Detect & Alert:
- Understand the plan for execution for the business prior to business / shift start
- Analyze the parameters, detect deviations to the planned metrics assumptions
- Alert operational stakeholders responsible for execution on the operational floor

Notify:
- Communicate to stakeholders on deviations to the plan with associated risk to business
- Identify resolution time and impact of deviation to operational execution and Service performance
- Seek support from Management/operational stakeholders and communicate to Customer Success & Client POC Teams within TAT defined / Real Time

Engage & Escalate:
- For recurrent/high impact issues real time, engage with unifyCX operational stakeholders




- Seek support/guidance from leadership teams within unifyCX WFM and Operations
- Timely update on the progress / resolutions to the deviations on the planned assumptions

Resolve:
- Track and communicate roadblocks/deviations to parameter assumptions till permanent resolution
- Monitor consistency of the impact on Service performance.
- Summarize closure and communicate resolution and further findings to external and internal stakeholders along with the business summary for the business period

Coordinate and execute:
- Real Time De-skilling / Skilling of resources basis volume demand
- Planned/unplanned trainings Real Time to meet stakeholder requirements meeting SLA / line adherence requirements for the program

Who are you?
- Graduate in any discipline
- 1 to 3 years of experience in outsourcing and Customer experience industry
- Good Mathematical ability to identify co-relation between numbers and corresponding impact to Busi

📌 Real Time Analyst (Barranquilla)
🏢 unifyCX
📍 Barranquilla