Position Summary:

Horatio is looking 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 throughout the day to ensure effective management of incoming and outgoing phone, chat, and email volume. This position will have high visibility to all the operations teams.

Responsibilities:

• Manage employee time and attendance records to guarantee the precision of work records.
• Monitor employee performance against work schedules and real-time productivity through applications.
• Instantly notify Operations leadership regarding employees who meet or exceed productivity and schedule adherence targets.
• Inform employees and/or supervisors about schedule changes.
• Must be capable of managing unexpected situations and communicating them effectively to all relevant parties.
• Provide executives and leadership with current data on employee KPI performance and productivity to facilitate the attainment of established KPI goals.
• Knowledge and exposure in contact centers are a must.
• Must have knowledge and exposure within contact center environments.
   

Required Skills/Abilities:

• Excellent verbal and written English communication skills.
• 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.
• 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 background in a workforce management or real-time analyst position, preferably within a BPO setting.
• Demonstrated experience with data analysis and reporting.

This is an on-site role in Bogota