Real Time Analyst (WFM)

Overview

We are a multinational company in the telecommunications sector or BPO focused on customer service, currently in constant growth in Colombia. We are looking for the position of Bilingual Real Time Analyst , focusing on monitoring and optimizing real-time performance to ensure optimal staffing levels and service delivery. This role requires strong analytical skills, attention to detail, and effective collaboration with various departments.

Responsibilities

• Monitor real-time performance metrics, including call volumes, service levels, and agent adherence.
• Make real-time adjustments to staffing levels and schedules to maintain optimal service delivery.
• Communicate with Operations teams to address staffing gaps and service level issues promptly.
• Analyze historical data and trends to identify opportunities for improvement in staffing and scheduling.
• Provide regular updates and reports on real-time perfor...