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 FunctionsMonitor 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.RequirementsHigh school degreeAdvanced English levelComputer knowledge: Excel, PowerPoint, Tableau, TRESS system, Aspect/Alvaria WFM, Cisco, and Microsoft Office Suite.Experience: 1 year in similar roles (Desirable)Service orientedCustomer serviceOrganizedBenefitsCompetitive weekly salaryExcellent location (Zona Río, Tijuana)Legal benefitsChristmas bonusSavings fundProfit sharing (PTU)Vacation daysVacation premiumExtra paid days offPrivate medical insurance and preventative careFriendly work environmentFinancing and discounts at local restaurants and coffee shopsGrowth opportunities

📌 Real Time Analyst (Baja California)
🏢 Confie TA Admin
📍 Baja California