RTA - Real Time Analyst

hace 5 días

Bogotá, Bogotá D.E., Colombia XYZies A tiempo completo


We're hiring a Real Time Analyst

At
XYZies
, our operation keeps expanding — and real-time accuracy is the heartbeat that keeps everything running smoothly.

We're looking for a
Real Time Analyst
— a detail-driven, analytical professional who thrives in fast-paced environments and ensures our campaigns stay aligned, productive, and on target throughout the day.

As the eyes of the operation, you'll be the first to detect deviations, execute intraday adjustments, and support the teams with timely information that drives performance and efficiency.


Location:
Bogotá (Full On-site)


Schedule:
42 hours per week + 2 days off (rotational shifts, including weekends)


English level:
Intermediate (B1–B2 preferred)


Main Responsibilities:


• Monitor adherence, service levels (SLAs), occupancy, and real-time KPIs.


• Identify operational deviations and apply immediate corrective actions (skills, breaks, reinforcements).


• Alert supervisors and leaders about critical situations affecting service delivery.


• Document and report incidents that impact daily performance.


• Collaborate with Workforce Management on forecast, staffing, and schedule adjustments.


• Provide insights in follow-up meetings to support continuous improvement.


Requirements:


• Technical degree, technologist, or senior student in administrative or related fields.


• 6+ months of experience in WFM, real-time monitoring, or call center operations.


• Intermediate or advanced Excel skills + experience with tools like Injixo, NICE, Avaya, or Genesys.


• Strong analytical mindset, fast decision-making, and clear communication.


• Availability for rotating shifts (including weekends and holidays).

At
XYZies
, real-time monitoring is essential to our success. We value sharp thinkers who act quickly, collaborate effectively, and help keep our operation running at peak performance throughout the day.

If you're someone who enjoys precision, thrives under dynamic conditions, and wants to grow within Workforce Management —
we'd love to meet you

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