*job opening: real-time analyst (rta)*
*location*: santa fe
*job type*: full-time
*salary range*: $15,000 to $30,000 mxn/month (depending on experience)
*about the role*:
we are looking for a *real-time analyst (rta)* to join our workforce management team. This role plays a critical part in ensuring service level targets are met by monitoring real-time metrics, workforce adherence, and responding to operational needs. You will collaborate closely with internal stakeholders and global partners to support a world-class customer experience.
Your proactive approach and attention to detail will help prevent operational disruptions and support the accuracy of short-term planning and execution.
*key responsibilities*:
- monitor backlog, inflow/outflow, and service levels in real time, taking immediate corrective actions when needed.
- track agent adherence to schedules and notify leaders of any deviations.
- analyze real-time and historical data to provide insights that improve daily performance.
- generate reports on schedule adherence, absenteeism, shrinkage, and other key wfm metrics.
- coordinate real-time requests and offline activities across different lines of business or geographies.
- support skill assignment processes and communicate with the global command center to ensure proper queue alignment.
- maintain ongoing communication with partners and internal teams across time zones.
- assist in onboarding and training new rtas by providing guidance and on-the-job support.
*qualifications*:
- *6 months to 1 year* of experience in a real-time analyst or workforce management-related role.
- *c1 level english proficiency* (spoken and written).
- strong analytical and decision-making skills under pressure.
- advanced proficiency in *microsoft excel* and *google sheets*.
- experience with wfm software; *tableau* knowledge is a plus.
- excellent communication skills and ability to work with stakeholders at all levels.
- highly organized, proactive, and detail-oriented.
- able to maintain professionalism and confidentiality in a fast-paced environment.
*benefits*:
- medical insurance
- grocery vouchers
- referral bonus program
- free on-site parking
*application questions*:
- how much experience do you have in workforce management?
- what is your level of english?
- are you available to work 100% on-site?
Tipo de puesto: tiempo completo
sueldo: $25,000.00 - $30,000.00 al mes
beneficios:
- opción a contrato indefinido
- seguro de vida
- vales de despensa
pregunta(s) de postulación:
- ¿tienes experiência en analisis en tiempo real de data o incidencias?
- ¿esta abierto a esquema presencial por la zona de santa fe?
Idioma:
- ingles avanzado (obligatorio)
lugar de trabajo: empleo presencial