Job Summary: GTR Analyst responsible for monitoring and managing real-time operational traffic, ensuring service level agreement (SLA) compliance, and optimizing processes. Key Highlights: 1. Real-time operational monitoring and management 2. Key metric analysis and data-driven decision making 3. Process optimization and continuous improvement **GTR Analyst Responsibilities** * Monitor real-time call, chat, and ticket traffic, as well as queues and operational KPIs. * Ensure compliance with service level agreements (SLAs). * Validate advisor availability, connectivity, and adherence. * Analyze key metrics: service level, AHT/TMO, adherence, productivity, and abandonment rate. * Identify operational deviations and generate timely alerts. * Manage staff arrivals, departures, and breaks (staffing control). * Redistribute resources based on operational demand. * Coordinate operational adjustments and cross-team support. * Analyze intra-hour variations (actual vs. forecasted). * Propose and implement immediate corrective actions. * Support supervisors in operational decision making. * Prepare intraday and daily performance reports. * Log and track operational incidents. * Report results to management and relevant departments. * Coordinate with operations, planning, and supervision teams. * Escalate critical incidents per established protocols. * Support implementation of campaigns or operational changes. * Identify opportunities for improvement in real-time management. * Contribute to optimization of operational processes. * Ensure compliance with operational guidelines and policies. * Other duties assigned by immediate supervisor. **Requirements / Key Competencies** * Advanced Excel skills (pivot tables, formulas, macros). * Knowledge and use of SQL for data extraction and analysis. * Management and updating of operational databases. * Indicator analysis and data-driven decision making. * Experience in real-time monitoring (GTR / WFM). Salary: S/.2,300\.00 \- S/.2,500\.00 per month Work Location: Hybrid in Miraflores, Lima
María García
Indeed · HR
María García
Indeed · HR
