Real Time Analyst

hace 3 semanas


San Francisco, Costa Rica Bosch Group A tiempo completo

**Company Description**
Company Description
- Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology._

**Job Description** Position Summary**

**General Job Responsibilities**
- Correct matching of production volume with planned capacities
- Monitor to ensure that all required agent skills (e.g. languages, know-how) are available
- Ensure that service levels defined by the client are reached (not missed nor surpassed)
- Information regarding absences are provided, this also includes scheduling of all pull outs (e.g. training, meeting, coaching)
- Identifying and mitigating emerging risks and assisting in potential plans for service level recovery.
- Re/un-blending and skill modification of individual associates, as well as alerting individual team leadership of outliers in auxin and other variances.
- Coordinating activities, such as trainings or any offline activities, placement of new hire associates
- Developing/maintaining a series of workforce related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Open Phone Shifts, Overtime), and driving efficiency and increase production and quality.
- Reporting of Service Level KPIs are under this position’s responsibility.
- Follow bottlenecks to be recognized in time and a balancing of capacities or, respectively, an adjustment of capacities is carried out.
- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritize, streamline, and automate existing operational reporting ensuring the reports that are produced provide high value with mínimal manual effort.
- Perform other functions related to the position.

**Qualifications**
- Advanced studies in Industrial Engineering or related field.
- 1-2 years’ experience as a Real Time Analyst. Relevant industry experience in shared service center or call center.
- Microsoft Office proficiency (Word, Excel, Power Point)
- Experience in Workforce Management tools (CIC, Genesys, Verint) is a plus.
- Analytical thinking.
- Teamwork
- Able to work in a fast-paced environment.
- Assertive communication
- Accountability
- Understanding methods of bill collection, for example, spoken minute -paid minute, staffing per case, Staffing with CAP is plus.
- English level B2+/C1
- ** 100% work at the office and able to work 1 day of the weekend**

**Additional Information



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