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.

• 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