Real Time Analyst (BOG)

Position Summary : Horatio is seeking to hire an RTA (Real-Time Analyst) to join the Workforce Management team.

The RTA will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of voice and non-voice volume.

This position will have high visibility to all the operations teams.

Responsibilities : Time administration and attendance tracking of employees, to ensure the accuracy of work records.

Monitoring employee performance against work schedules and real-time productivity through applications.

Communicating in real-time to the Operations leadership team about employees who pass schedule adherence and productivity thresholds.

Informing employees and / or supervisors about schedule changes.

Should be able to handle contingency and communicate the same to stakeholders.

Informing the executives and leadership teams of actual performance & productivity of employee KPIs to promote the achievement of KPI targets.

Knowledge and Exposure in contact centers are a must.

Required Skills / Abilities : Advanced English proficiency.

Demonstrate a sound work ethic.

Strong data analysis capabilities.

Ability to interpret and act on real-time data.

Proficiency with workforce management (WFM) software and tools.

Ability to adapt to changing priorities and demands.

Strong verbal & written skills.

Problem-solving skills.

Ability to convey complex data insights to non-technical stakeholders.

Outstanding time management skills.

Ability to multitask and prioritize daily workload.

Attention to detail & accuracy.

Excellent communication & people skills for daily interactions with clients and Associates.

Advanced knowledge of G-Suite, especially Google Sheets / Docs / Slides.

Should have experience working with CRMs.

Familiarity with contact center metrics and key performance indicators (KPIs).

Schedule flexibility.

Education and Experience : Bachelor's degree in Business Administration, Statistics, Computer Science, or a related field (preferred but not required).

Relevant certifications in workforce management or data analysis are a plus.

Previous experience in a BPO environment, preferably in a real-time analyst or workforce management role.

• ​​​​​​​ Demonstrated experience with data analysis and reporting.

​​​​​​​On-site role based in Bogota.

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