Real Time Analyst

hace 6 días

Barranquilla, Colombia Resolv.Global A tiempo completo

**Job Title**: Real-Time Analyst (RTA)
**Location**: Barranquilla, Colombia (On-site)
**Languages**: Bilingual (English and Spanish)

We are seeking a skilled Real-Time Analyst (RTA) to join our dynamic call center team in Barranquilla. The RTA will be responsible for monitoring call center operations to ensure optimal workforce management, service levels, and performance in real-time. This role involves tracking agent productivity, adjusting schedules, and providing real-time reporting to ensure efficient operations.

**Key Responsibilities**:

- Monitor and manage real-time call center performance metrics (e.g., service levels, occupancy, and agent adherence).
- Adjust agent schedules based on real-time demand and business needs.
- Provide timely reporting and insights to management on performance deviations.
- Communicate effectively with teams to ensure service delivery goals are met.
- Identify and escalate any issues affecting performance or customer service.
- Collaborate with workforce management teams to optimize scheduling and resource allocation.

**Requirements**:

- Bilingual in English and Spanish.
- Strong analytical and problem-solving skills.
- Previous experience in a call center environment (preferred).
- Proficiency in real-time workforce management tools and software.
- Ability to work on-site in Barranquilla.

**Working Conditions**:
Full-time, in-office role. Flexible hours may be required depending on business needs.

Tipo de puesto: Indefinido

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