Real Time Analyst - Bilingual
Job Title:
Real Time Analyst - BilingualJob 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:
Distributesaccurateandtimelyagent 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 andescalatesas necessary.
Initiates and coordinates trouble tickets and escalates issues asrequired.
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:
Previousexperience in WorkforceManagemententry-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 fieldwill bea plus.
Location:
NIC Managua - Del complejo Plaza el Sol, 200mts al EsteLanguage Requirements:
English (Required)Time Type:
Full time