Analista GTR
Core
Monitor and manage real-time operational indicators for a Contact Center, ensuring service levels, productivity, and resource availability.
Role type
Operations Analyst (Contact Center)
Builds
Real-time operational dashboards and statistical reports for contact center management
Domain
Telecommunications / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Real-time KPI monitoring, Traffic analysis, Forecasting and dimensioning, CRM platforms, Microsoft Excel (advanced), PowerPoint (advanced)
Preferred skills
Power BI
Responsibilities
Manage control tower and monitor KPIs in real-time, Create statistical and preventive reports on real-time KPIs, Coordinate communications to prevent planning deviations, Control and follow up on call forecasts and dimensioning, Report KPI occupancy deviations (tardiness, absences, incidents), Generate requested reports for management, Propose alternatives to improve data processing and result presentation, Manage and verify agent login and logout times
