Intraday Traffic Analyst

Monitor customer contact employee's schedule adherence, staffing levels, and agent productivity. You would Report to Telvista USA, but work through HITTS Mexico Remote. Duties include providing timely service levels to contact center supervisors and managers. Accurately enter exceptions and time-off requests into the scheduling system. Answers the call-in line to keep track of and report absences and real-time staffing. You will generate reports regarding contact center metrics such as service level, shrinkage, and AHT and ensure these reports are sent to appropriate managers in a timely manner. Recommends offering voluntary time off or overtime to meet service-level requirements.