**Job Opening: Real-Time Analyst (RTA)****Location**: Santa Fe**Job Type**: Full-time**Salary Range**: $15,000 to $30,000 MXN/month (depending on experience)**About the Role**:We are looking for a **Real-Time Analyst (RTA)** to join our Workforce Management team.This role plays a critical part in ensuring service level targets are met by monitoring real-time metrics, workforce adherence, and responding to operational needs.You will collaborate closely with internal stakeholders and global partners to support a world-class customer experience.Your proactive approach and attention to detail will help prevent operational disruptions and support the accuracy of short-term planning and execution.
**Key Responsibilities**:- Monitor backlog, inflow/outflow, and service levels in real time, taking immediate corrective actions when needed.
- Track agent adherence to schedules and notify leaders of any deviations.
- Analyze real-time and historical data to provide insights that improve daily performance.
- Generate reports on schedule adherence, absenteeism, shrinkage, and other key WFM metrics.
- Coordinate real-time requests and offline activities across different lines of business or geographies.
- Support skill assignment processes and communicate with the General Command Center to ensure proper queue alignment.
- Maintain ongoing communication with partners and internal teams across time zones.




- Assist in onboarding and training new RTAs by providing guidance and on-the-job support.
**Qualifications**:- **6 months to 1 year** of experience in a Real-Time Analyst or Workforce Management-related role.
- **C1 level English proficiency** (spoken and written).
- Strong analytical and decision-making skills under pressure.
- Advanced proficiency in **Microsoft Excel** and **Google Sheets**.
- Experience with WFM software; **Tableau** knowledge is a plus.
- Excellent communication skills and ability to work with stakeholders at all levels.
- Highly organized, proactive, and detail-oriented.
- Able to maintain professionalism and confidentiality in a fast-paced environment.
**Benefits**:- Medical insurance- Grocery vouchers- Referral bonus program- Free on-site parking**Application Questions**:- How much experience do you have in Workforce Management?
- What is your level of English?
- Are you available to work 100% on-site?
Tipo de puesto: Tiempo completoSueldo: $25,****** - $30,****** al mesBeneficios:- Opción a contrato indefinido- Seguro de vida- Vales de despensaPregunta(s) de postulación:- ¿tienes experiência en analisis en tiempo real de data o incidencias?
- ¿Esta abierto a esquema presencial por la zona de Santa fe?
Idioma:- ingles avanzado (Obligatorio)Lugar de trabajo: Empleo presencial

📌 Real Time Analyst (Xico)
🏢 SOURCE HR
📍 Xico