Real-Time Analyst - WFM & Contact Center Analytics

Lean Solutions Group; Bogotá ciudad; Presencial; COP 27 900 000 - 46 872 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.

Conhecimentos

RTA / Workforce Management

Excel

Power BI

Ferramentas

NICE

SmartReach

Descrição da oferta de emprego

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