WF Real Time Analyst

Apollo.io; Ciudad de México; Presencial; USD 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Workforce Real-Time Analyst to enhance customer support operations. This role involves monitoring service levels, managing real-time adherence, and making data-driven decisions to optimize team efficiency. If you thrive in fast-paced environments and enjoy problem-solving, this opportunity is perfect for you. Join a company that values ownership, collaboration, and continuous learning, and make a real impact in your career while working with cutting-edge workforce management tools.

Formación

• 2-5 years of experience in workforce management or real-time analysis.
• Strong analytical skills and technical proficiency with contact center platforms.

Responsabilidades

• Monitor queue activity across support channels including chat, email, and voice.
• Ensure adherence to schedules and make real-time adjustments to meet SLAs.
• Utilize real-time reports to improve workforce strategies.

Conocimientos

Analytical Skills

Problem-Solving

Customer-Centric Mindset

Herramientas

NICE

Verint

Playvox

Five9

Descripción del empleo

Job Title: Real-Time Analyst (RTA) - Workforce Management

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies worldwide. Founded in 2015, we are a rapidly growing SaaS company valued at $1.6 billion, providing sales and marketing teams with access to verified B2B contacts and engagement tools in a unified platform.

We are seeking a Workforce Real-Time Analyst (RTA) to support our Customer Support team by optimizing workforce operations. The RTA will monitor live service levels, manage real-time adherence, and make proactive decisions to enhance team efficiency. If you are data-driven, thrive in fast-paced environments, and enjoy problem-solving, this role is for you!

Responsibilities

• Monitor queue activity across support channels including chat, email, and voice.
• Ensure adherence to schedules, breaks, and activities, making real-time adjustments to meet SLAs.
• Analyze trends and modify staffing plans in real-time to optimize coverage.
• Manage unexpected events by coordinating staffing adjustments with leadership.
• Collaborate with Support Leaders, Workforce Planners, and Recruiters on staffing requirements.
• Utilize real-time reports and insights to improve workforce strategies.
• Operate WFM tools such as NICE, Verint, Playvox, or similar systems to automate and improve processes.
• Make quick, data-driven workforce decisions and adapt to shifting priorities.
• Communicate effectively across teams to ensure smooth workforce operations.

Minimum Qualifications

• 2-5 years of experience in workforce management or real-time analysis in a contact center environment.
• Experience with WFM tools like NICE, Verint, Playvox, Five9, or similar.
• Strong analytical skills and technical proficiency with contact center platforms.
• Customer-centric mindset with attention to scheduling accuracy.

Why You’ll Love Working at Apollo

At Apollo, we are driven by a shared mission to unlock our customers' revenue potential. We value ownership, focus, urgency, and continuous learning. We invest in your growth, foster collaboration, and encourage bold ideas. Join us to make a real impact and thrive in your career!