Real Time Analyst - Bilingual
- Concentrix
- Managua, Nicaragua
- NIO 72,000 – NIO 108,000
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.
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
Skills
- Workforce Management
- Intraday Monitoring
- Microsoft Excel
- Scheduling
- Data Analysis
- Communication
- Problem Solving
