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) (Ciudad de México)
🏢 Aptino
📍 Ciudad de México