Real-Time Analyst (WFM) - Onsite Barranquilla

OneSource

Perímetro Urbano Barranquilla

On-site

COP 22,320,000 - 39,060,000

Full time

18 hours ago

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Job summary

Allied Global is seeking a Real Time Analyst (RTA) to join our Workforce Management team in Barranquilla, Colombia. In this role, you will balance client demand, staffing capacity, and live performance KPIs to guarantee operational excellence.

The ideal candidate has at least 1 year in customer service, advanced English, and is willing to work 100% on-site in Barranquilla. Proficiency in Excel and Power BI is expected; SQL and COPC certification are a plus.

Qualifications

1+ year of customer service/call center experience.
WFM/RTA experience is a strong plus.
Education: high school diploma; university student desirable.
Advanced English (spoken and written).

Responsibilities

Real-Time Adherence & Monitoring: supervise agent schedules, track availability, manage absences.
Intraday Management & Reporting: compare planned vs actual staffing; maintain interval balance and IDP reports.
Corrective Actions & Operational Support: coordinate adjustments with Performance Managers and Supervisors.
Client & Leadership Visibility: participate in operational reviews and IDP presentations with external clients.
Incident Escalation & Feedback: escalate outages and absenteeism; provide scheduling insights.