Position Summary:

Horatio is looking to hire an RTA (Real-Time Analyst) to be part of the Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance throughout the day to ensure effective management of incoming and outbound phone, chat, and email volume. This role serves as the operational nerve center of our programs, offering high visibility and direct collaboration with Horatio’s leadership and Operations teams. 

Responsibilities:

• Generate, distribute, and maintain routine operational reports, including intraday reports, agent scorecards, end-of-day (EOD) summaries, and shrinkage metrics.
• Analyze real-time and historical data to identify outlier performers (both high achievers and those needing support) and flag these trends for Operations leadership.
• Continuously review, update, and enhance existing reporting templates and dashboards to improve data visualization and streamline operational workflows.
• Identify opportunities to automate manual reporting processes, utilizing G-Suite tools or other platforms to reduce administrative overhead and improve data accuracy.
• Execute intraday adjustments to staffing plans based on real-time volume trends, unexpected spikes, or absenteeism to maximize service level agreements (SLAs).
• Monitor employee performance against work schedules and real-time productivity through contact center applications.
• Communicate in real-time to the Operations leadership team regarding employees who pass or fail schedule adherence and productivity thresholds.
• Inform employees and/or supervisors about schedule changes in a timely manner.
• Investigate and identify the root causes of service level deviations (e.g., volume surges, high handle times) and provide immediate recommendations.
• Inform the executive and leadership teams of the actual performance and productivity of employee KPIs to promote the achievement of operational targets.
• Act as the primary point of contact during system outages or technical issues, coordinating with IT and Operations to handle contingencies (Bridge/Incident Management).
• Administer time and attendance tracking of employees to ensure the accuracy of work records.

Required Skills/Abilities:

• Advanced English proficiency (verbal and written).
• Strong data analysis capabilities with the ability to interpret and act on real-time data.
• Proven experience building, updating, and optimizing performance dashboards, scorecards, and operational reports.
• Proficiency with workforce management (WFM) software and tools (e.g., Assembled, NICE IEX, Verint, Teleopti, etc.).
• Familiarity with cloud contact center and telephony platforms (e.g., Zendesk, Talkdesk, Genesys Cloud, Five9).
• Ability to convey complex data insights to non-technical stakeholders clearly and concisely.
• Assertive communication skills, with the ability to firmly but professionally enforce schedule adherence with Operations leaders and supervisors.
• Excellent communication and people skills for daily interactions with clients and Associates.
• Advanced knowledge of G-Suite, especially Google Sheets, Docs, and Slides (experience with pivot tables, lookups, and basic data automation is highly preferred).
• Experience working with CRMs and deep familiarity with contact center metrics and key performance indicators (KPIs).
• Outstanding time management skills with the ability to multitask, adapt to changing priorities, and prioritize daily workloads.
• Problem-solving mindset with strict attention to detail and accuracy.

Education and Experience:

• Minimum of 1–2 years of experience in a Real-Time Analyst or Workforce Management role within a BPO/Contact Center environment.
• Bachelor's degree in Business Administration, Statistics, Computer Science, or a related field (preferred but not required).
• Demonstrated experience with data analysis and reporting.
• Relevant certifications in workforce management or data analysis are a strong plus.

Working Conditions & Schedule:

• Location: Bogotá, Colombia. 100% On-site
• Shift Flexibility: BPO operations require schedule flexibility for rotational shifts, including early mornings, late nights, weekends, and holidays, based on business needs.