Real-Time Analyst | WFM & Schedule Performance

Fusion CX; Colombia; A distancia; COP 39.070.000 - 78.140.000; Jornada completa

Descripción de la vacante

Fusion CX in Colombia is seeking an RTA Specialist to monitor real-time schedule adherence, occupancy, and intraday performance. You will track deviations, coordinate with supervisors, and produce timely reports to support quick operational decisions.

The role is onsite with a permanent contract and rotating shifts. Ideal candidates bring WFM/RTA experience in a call center, strong analytical skills, and the ability to act under pressure to maintain client SLAs.

Formación

• Experience in WFM/RTA within a BPO or call center environment.
• Ability to monitor real-time workforce activity and schedule adherence.
• Strong analytical skills and attention to intraday changes.
• Ability to coordinate adjustments with supervisors under pressure.
• Willingness to work rotating shifts and onsite schedules.

Responsabilidades

• Monitor real-time schedule adherence and occupancy to identify deviations.
• Identify and escalate schedule adherence issues affecting performance.
• Coordinate breaks, absenteeism, and contingencies requiring immediate adjustments.
• Prepare intraday reports and trend analyses for real-time visibility.
• Support alert generation and operational decision-making with timely data.

Descripción del empleo

Fusion CX in Colombia is seeking an RTA Specialist to monitor real-time schedule adherence, occupancy, and intraday performance. You will track deviations, coordinate with supervisors, and produce timely reports to support quick operational decisions.

The role is onsite with a permanent contract and rotating shifts. Ideal candidates bring WFM/RTA experience in a call center, strong analytical skills, and the ability to act under pressure to maintain client SLAs.