Real Time Analyst

Lean Solutions Group; Bogotá ciudad; Presencial; COP 27.900.000 - 46.872.000; Jornada completa

Descripción de la vacante

Lean Solutions Group is seeking a Real-Time Analyst (RTA) to support a U.S.-based client in the automotive services industry, based in Colombia. You will monitor real-time center performance and track key metrics to ensure service levels. The role requires 1–2 years in RTA/WFM, strong Excel skills, and advanced English (C1).

Experience with NICE or SmartReach is a plus; Power BI is a plus. Working hours include Mon, Tue, Wed, Sat and Sun, 8:00 AM–5:00 PM, with the team aiming to optimize

Formación

• 1–2 years of experience in RTA / Workforce Management.
• Experience with WFM tools; NICE or SmartReach is a plus.
• Strong Excel skills; Power BI is a plus.
• Strong analytical and decision-making skills.
• Advanced English (C1).

Responsabilidades

• Monitor real-time contact center performance and service levels.
• Track KPIs such as Service Level, ASA, Abandonment, Queue, and Schedule Adherence.
• Identify operational risks and make real-time adjustments.
• Partner closely with Operations to maintain performance and staffing levels.

Conocimientos

RTA / Workforce Management

Excel

Power BI

Herramientas

NICE

SmartReach

Descripción del empleo

At Lean Solutions Group, we combine talent, technology, and operational expertise to help companies scale and improve their operations. With more than 15 years of experience, we work with leading companies in the U.S. across industries including transportation, logistics, and other business services. We’re growing our teams in Colombia and are looking for talented people who want to grow with us.

We’re currently looking for a Real-Time Analyst (RTA) to support one of our U.S.-based clients in the automotive services industry.

What you’ll do:

• Monitor real-time contact center performance and service levels.
• Track KPIs such as Service Level, ASA, Abandonment, Queue, and Schedule Adherence.
• Identify operational risks and make real-time adjustments.
• Partner closely with Operations to maintain performance and staffing levels.

What we’re looking for:

• 1–2 years of experience in RTA / Workforce Management.
• Experience with WFM tools; NICE or SmartReach is a plus.
• Strong Excel skills; Power BI is a plus.
• Strong analytical and decision‑making skills.
• Advanced English (C1).

Monday, Tuesday, Wednesday, Saturday and Sunday | 8:00 AM–5:00 PM