Real Time Analyst (BOG)

Bogota, Bogota, Colombia
Full Time
WFM
Experienced

Position Summary:

Horatio is seeking to hire an RTA (Real-Time Analyst) to join the Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of voice and non-voice volume. This position will have high visibility to all the operations teams.

Responsibilities:

  • Time administration and attendance tracking of employees, to ensure the accuracy of work records.

  • Monitoring employee performance against work schedules and real-time productivity through applications.

  • Communicating in real-time to the Operations leadership team about employees who pass schedule adherence and productivity thresholds.

  • Informing employees and/or supervisors about schedule changes.

  • Should be able to handle contingency and communicate the same to stakeholders.

  • Informing the executives and leadership teams of actual performance & productivity of employee KPIs to promote the achievement of KPI targets.

  • Knowledge and Exposure in contact centers are a must.
     

Required Skills/Abilities:

  • Advanced English proficiency.
  • Demonstrate a sound work ethic.
  • Strong data analysis capabilities.
  • Ability to interpret and act on real-time data.
  • Proficiency with workforce management (WFM) software and tools.
  • Ability to adapt to changing priorities and demands.
  • Strong verbal & written skills.
  • Problem-solving skills.
  • Ability to convey complex data insights to non-technical stakeholders.
  • Outstanding time management skills.
  • Ability to multitask and prioritize daily workload.
  • Attention to detail & accuracy.
  • Excellent communication & people skills for daily interactions with clients and Associates.
  • Advanced knowledge of G-Suite, especially Google Sheets/Docs/Slides.
  • Should have experience working with CRMs.
  • Familiarity with contact center metrics and key performance indicators (KPIs).
  • Schedule flexibility.

Education and Experience:

  • Bachelor's degree in Business Administration, Statistics, Computer Science, or a related field (preferred but not required).

  • Relevant certifications in workforce management or data analysis are a plus.

  • Previous experience in a BPO environment, preferably in a real-time analyst or workforce management role.

  • ​​​​​​​Demonstrated experience with data analysis and reporting.


​​​​​​​On-site role based in Bogota.
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