Job Title: Real Time Analyst (RTA)

Location: Mexico (Remote)

Employment Type: Contract / Full-Time

Job Summary

We are looking for an experienced Real Time Analyst (RTA) to monitor and manage real-time contact center performance across multiple channels. The adecuado candidate will be responsible for ensuring service levels, schedule adherence, and operational efficiency by making real-time adjustments based on call volume, staffing, and business requirements. Experience with workforce management (WFM) tools such as NICE IEX, Verint, Aspect, Calabrio, or Genesys WFM is preferred.

Key Responsibilities

- Monitor real-time call center performance and service levels.
- Track agent adherence, occupancy, AUX utilization, and productivity.
- Analyze call, chat, email, and back-office queues to identify staffing gaps.
- Perform real-time schedule adjustments, including offline activities, breaks, meetings, and overtime.
- Coordinate with Operations, Team Leads, and Workforce Management teams to meet service level agreements (SLAs).
- Monitor KPIs such as Service Level, ASA, AHT, Abandonment Rate, Occupancy, and Schedule Adherence.
- Generate real-time reports and communicate performance updates to stakeholders.




- Recommend staffing actions based on call volume trends and forecasts.
- Escalate critical issues affecting customer experience and operational performance.
- Support intraday reporting and capacity planning activities.
- Ensure compliance with client-specific workforce management processes.
- Participate in daily operational meetings and provide real-time recommendations.

Required Skills

- 2+ years of experience as a Real Time Analyst (RTA) or Workforce Management Analyst.
- Hands-on experience with WFM tools such as:
- NICE IEX
- Verint
- Aspect
- Calabrio
- Genesys WFM
- Strong understanding of contact center metrics:
- Service Level (SL)
- Average Speed of Answer (ASA)
- Average Handle Time (AHT)
- Occupancy
- Schedule Adherence
- Shrinkage
- Abandonment Rate
- Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Power Query is a plus).
- Experience creating dashboards and reports.
- Strong analytical, problem-solving, and communication skills.
- Ability to work independently in a remote environment.
- Experience supporting multi-channel operations (Voice, Chat, Email, Back Office).

📌 RTA (Realtime Analyst) (México)
🏢 Aptino
📍 México