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. \- **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