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