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 (Baja California)
🏢 Confie TA Admin
📍 Baja California