Company Description For over three decades, RUI has empowered teams just like yours by delivering strategy and technology through outsourced customer experience management and demand generation. We are expert brand ambassadors and customer experience managers bringing deep experience across a wide range of industries to your operations.

We combine technology, processes and the best talent to help you engage with your customers at every touchpoint within the customer journey. We're proud to have engagement and growth strategies designed to enhance the customer experience and promote brand loyalty.

------------------------

Role Description We are seeking an experienced team member for an open full-time contact center Workforce Real-Time Analyst position in our CDMX-Benito Juarez office. The adecuado candidate will have experience in workforce management, real-time analysis of contact center operations, and be proficient in Microsoft Excel.

Responsibilities

- Real-Time Monitoring: Track call volume, service levels, and agent performance using monitoring tools and dashboards.
- Performance Analysis: Analyze call data to identify trends, patterns, and areas for improvement.
- Scheduling Adjustments: Recommend schedule adjustments based on real-time demand and agent availability.
- Issue Resolution: Address real-time operational issues by collaborating with team leaders and supervisors to resolve staffing or performance challenges.




- Reporting: Generate and present real-time performance reports to management, highlighting key metrics and operational challenges.
- Communication: Serve as the main point of contact for operational updates, changes, and announcements to the team.
- Support Team Leaders: Assist team leaders in performance management by providing insights and data on agent productivity and call handling.
- Process Improvement: Contribute to the development of best practices and procedures to enhance operational efficiency.

Qualifications

- Education: Bachelor’s degree in business, Management, or a related field preferred.
- Experience: 1-3 years of experience in a call center or BPO environment, preferably in a workforce real-time analyst or similar role.
- Technical Skills: Proficient in using call center software, monitoring tools, and Microsoft Excel.
- Analytical Skills: Strong analytical and problem-solving abilities with attention to detail.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- Interpersonal Skills: Ability to work collaboratively in a team environment and interact with various levels of staff.
- Adaptability: Ability to work on-site in Benito Juárez, CDMX and manage multiple priorities in a fast-paced environment.

📌 Workforce Real-Time Analyst (Benito Juárez)
🏢 Rui
📍 Benito Juárez