Real Time Analyst

Summary

Join Despegar's team and become a Real Time Analyst in the Operations Department. Monitor key performance indicators (KPIs) in real-time across omnichannel service dashboards, identifying deviations and alerts. Manage mitigation actions with internal operations and external providers. Escalate critical incidents and deviations to management, contributing to contingency management. Propose improvements to data visualization and understanding to facilitate quick and effective decision-making. Analyze service dashboard indicators, execute predefined actions based on deviation causes, and monitor and escalate indicators to related areas for contingency management. The role involves real-time floor activity tracking, documentation, and communication, as well as real-time queue monitoring. Provide timely and accurate information and support to the WFM team.

Requirements

• Professional graduate
• Advanced intermediate Excel - dynamic tables, logical formulas, handling of simple databases
• High analytical and problem-solving skills, with a mindset focused on detecting patterns, proposing solutions and making decisions in pressure scenarios
• Effective communication skills with different areas and hierarchical levels

Responsibilities

• Monitor in real time the key indicators of the service dashboard in our service channels (omnichannel), identifying deviations and alerts
• Manage mitigation actions together with our internal operations and external providers throughout the region
• Escalate critical incidents and deviations to management and management in a timely manner, collaborating in contingency management
• Propose improvements in the visualization and understanding of data to facilitate quick and effective decision-making
• Analyze the indicators of the service dashboards and identify deviations
• Execute predefined actions based on the cause of the deviation
• Monitor and escalate the different indicators and deviations to the related areas in the management of contingencies
• Analysis of indicators
• Would track, document and constantly communicate floor activities in real time
• Would be responsible for monitoring queues in real time
• Provide accurate and timely information and inquiries to the Team in support of WFM as needed

Preferred Qualifications

Desirable experience or knowledge of the Genesys Cloud CX system or similar contact center tools

Benefits

• Work from Anywhere
• Exclusive discounts on all Despegar products
• Monthly food bonus
• Prepaid Medicine Aux
• Birthday off, family day off, seniority day off, wedding day off, etc
• Agreements and agreements with many universities so that you can enhance your development
• Reimbursement for the care of children
• Optical aid