**Job Information**:Department Name- WorkforceJob Type- Full timeIndustry- AdministrationService Now Ticket- INC*******Modality- HybridWork Experience- 0-1 yearAssigned Recruiter ContactDate Opened- 08/29/2025City- TijuanaState/Province- Baja CaliforniaCountry- MexicoZip/Postal Code- *****- 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)
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📍 Tijuana