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)
🏢 Confie TA Admin
📍 Tijuana