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