**Job Information**:
Department Name
- Workforce
Job Type
- Full time
Industry
- Administration
Service Now Ticket
- INC
Modality
- Hybrid
Work Experience
- 0-1 year
Assigned Recruiter Contact
Date Opened
- 08/05/2025
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- 22010
- The objective of this position is to ensure the right number of resources are available to manage incoming and outgoing customer phone volumes. The Real-Time Analyst is responsible for monitoring adherence to published schedules and supporting operational efficiency. This is an entry-level position within the Workforce Management Team.
**Responsibilities and Functions**
- **
Monitor real-time call volume and agent availability** to ensure adherence to schedules, SLAs, and KPIs.
- ** Adjust intraday forecasts**and schedules to optimize resource allocation and operational efficiency.
- ** Analyze real-time performance**data to identify trends, anomalies, or issues affecting customer service.
- ** Communicate insights to operational teams** and supervisors, recommending immediate actions to address service level risks.




- ** Implement and manage real-time escalation**processes during high-volume or crisis situations to minimize service disruptions.
- ** Coordinate with various departments** on production-impacting issues and facilitate real-time training or coaching as needed.
- ** Document incident resolutions** and report the impact of real-time decisions on service levels and operational costs.
**Requirements**:
- High school degree
- Advanced English level
- Computer knowledge: Excel, PowerPoint, Tableau, TRESS system, Aspect/Alvaria WFM, Cisco, and Microsoft Office Suite.
- Experience: 1 year in similar roles (Desirable)
- Service oriented
- Customer service
- Organized
**Benefits**:
- Competitive weekly salary
- Excellent location (Zona Río, Tijuana)
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

📌 Real Time Analyst (Tijuana)
🏢 Seguros confie
📍 Tijuana