RTA Specialist – Workforce Management – Colombia

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

Keep operations on track in real time. Fusion CX is hiring an RTA Specialist in Colombia to monitor schedule adherence, workforce compliance, and intraday operational performance. If you are looking for RTA Specialist jobs in Colombia, Real-Time Analyst jobs, WFM jobs in Colombia, workforce management jobs, or call center workforce management careers, this opportunity offers the chance to support real-time decision-making and help maintain operational performance against client SLAs. As an RTA Specialist, you will monitor real-time workforce activity, identify schedule deviations, coordinate immediate adjustments with supervisors, and provide intraday reporting and trend analysis to support effective operational decisions.

Job Descriptions:

About the Role

The RTA Specialist plays an important role in maintaining workforce compliance and schedule performance throughout the day. You will monitor adherence and occupancy in real time, identify operational deviations, and coordinate responses to breaks, absenteeism, and other contingencies.

Key Responsibilities

• Monitor real-time schedule adherence and occupancy to identify workforce and operational deviations.
• Identify and elevate schedule adherence issues and other deviations that may affect operational performance.
• Coordinate with supervisors regarding breaks, absenteeism, and operational contingencies requiring immediate adjustments.
• Prepare intraday reports and trend analysis to provide visibility into real-time workforce performance.
• Support alert generation and operational decision-making by providing timely workforce information and identifying areas requiring attention.

Job Requirements:

• Experience: Previous WFM / RTA experience in a BPO or call center environment
• Workforce Management: Familiarity with Workforce Management tools
• English: B2 English proficiency, with upper-intermediate/conversational communication skills
• Analytical Skills: Strong analytical ability and attention to real-time operational changes
• Decision-Making: Ability to react effectively under pressure and respond to operational deviations
• Shift Flexibility: Availability to work rotating shifts

Work Details:

• Position: RTA Specialist
• Role: Real-Time Analyst / Workforce Management
• Location: Colombia
• Work Model: Onsite
• Employment Type: Permanent Contract
• Schedule: Rotating shifts

Why Join Fusion CX?

Real-time workforce management is essential to keeping customer operations aligned with staffing requirements and service expectations. As an RTA Specialist, you will work at the centre of intraday operations, where timely monitoring, accurate analysis, and quick coordination can directly support operational continuity. This role gives you the opportunity to apply your WFM and RTA experience in a position focused on real-time visibility, schedule adherence, workforce compliance, and operational decision-making.

What You Will Gain

• Practical experience in real-time workforce management
• Deeper exposure to schedule adherence and occupancy monitoring
• Experience in identifying and escalating intraday operational deviations
• Hands-on experience with WFM tools and real-time workforce processes
• Experience in preparing intraday reports and analysing operational trends
• Stronger real-time analytical and decision-making skills
• Experience coordinating operational adjustments with supervisors