Job Description
On-site Position in Barranquilla, Colombia.
We are looking for a Real Time Analyst (RTA) to support workforce operations by monitoring call center performance in real time, ensuring proper staffing levels, and helping maintain service level targets.
This role is responsible for tracking agent schedules, monitoring adherence, identifying operational alerts, and supporting the operations team with real‑time insights to maintain productivity and service quality.
Key Responsibilities
- Monitor real-time call center performance and workforce alerts.
- Track agent schedules, adherence, attendance, and absences.
- Identify operational deviations and coordinate corrective actions with supervisors.
- Monitor staffing levels and ensure alignment with service demand.
- Generate operational reports and provide performance insights.
- Support operations with real-time updates and workforce recommenda...