Real Time Analyst - Bilingual

Job description

Job Title: Real Time Analyst - Bilingual Job Description The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and scheduling standards. - Main responsibilities: Distributes accurate and timely agent schedules. Inputs intraday corrections and exceptions into systems for agent time off and absences. Monitors volume for unusual activity to ensure staffing needs are met. Identifies abnormal scheduling issues and escalates as necessary. Initiates and coordinates trouble tickets and escalates issues as required . Prepares standard and ad hoc reports for agent availability effectiveness. Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and the command center. Candidate Profile: Previous experience in Workforce Management entry-level roles (at least 3 years). Effective written and verbal communication skills in English (B2 level). Proficient in Microsoft Excel. Ability to multitask and meet timelines on deliverables. Results-oriented. Quick learner and self-starter. Associate degree in a related field will be a plus. Location: NIC Managua - Del complejo Plaza el Sol, 200mts al Este Language Requirements: English (Required) Time Type: Full time