Oficial de Gestión de Tiempo Real
Grupo Ficohsa HN · Tegucigalpa
Description du poste
About the role
The Real‑Time Management Officer is responsible for supervising shift schedules, monitoring key performance indicators, and generating alerts to ensure service levels agreed with the client are met on a daily and interval basis.
Key responsibilities
- Guarantee daily planning compliance for inbound and outbound campaigns.
- Ensure each advisor meets daily contact objectives and TMO targets.
- Monitor real‑time adherence and connection levels of all advisors.
- Alert any call‑handling interruptions or service cuts.
- Produce and distribute internal reports and periodic dashboards.
- Execute escalation matrix diligently.
Required profile
- University degree in Systems Engineering, Computer Science, Business Administration, Industrial Engineering or related fields.
- At least 2 years of experience in monitoring, productivity reporting, or performance tracking for call‑center agents.
- Strong communication, teamwork and initiative skills.
Required skills
- Advanced Excel for report creation and dashboard development.
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Grupo Ficohsa HN
Tegucigalpa
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