Real Time Analyst - Bilingual

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.
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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