Real Time Data Analyst Intern

hace 2 días


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo
Job Overview

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Leveraging 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.

Responsibilities

Daily real-time monitoring of service levels for all queues at all sites. The selected candidate will oversee agent performance from all teams at all sites, driving real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.

The successful applicant will be responsible for communicating changes to incoming contact patterns to operations and the broader WFM team, ensuring seamless collaboration and efficient workflows. Real-time communication with the WFM team and operations when changes need to be made is also a key aspect of this role.

In addition, the individual will support changes within routing profiles, build and maintain strong relationships with key stakeholders from all sites to ensure objectives are met, and review and process OT requests in real-time.

The ideal candidate will also aid the WFM team as needed, review and assign SPT to operations based on current SL's, and address additional WFM tasks as required.


Requirements

This position requires proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

The successful candidate will possess decision making and complex problem-solving skills, enabling them to proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long-term plans and goals, prioritize key factors, and act decisively, promptly, and confidently.

Flexible scheduling, including nights and weekends as needed, is also essential for this role. Advanced Microsoft Excel skills and the ability to prioritize and meet tight deadlines are highly valued.

Analytical thinking with attention to detail, combined with the ability to maintain composure in critical situations and communicate clearly with stakeholders, are also crucial for success in this position.

The ideal candidate will demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions. Proven ability to build relationships quickly, advanced Industrial Engineering knowledge, and English language proficiency (B2 level) are also essential requirements.



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