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 idóneo 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 - Adva

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