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.
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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