GTR Analyst

Description

Job Summary: This GTR Analyst role focuses on real-time monitoring and management of call, chat, and ticket traffic, ensuring service level compliance and operational process optimization. Key Highlights: 1. Real-time monitoring and management of customer service operations. 2. Analysis of key metrics and data-driven decision making. 3. Identification of improvement opportunities and process optimization. **GTR Analyst Responsibilities** * Monitor call, chat, and ticket traffic, queues, and operational KPIs in real time. * Ensure compliance with service level agreements (SLAs). * Validate advisor availability, connectivity, and adherence. * Analyze key metrics: service level, AHT/TMO, adherence, productivity, and abandonment. * Detect 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 as 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