Job Title: Real Time Analyst Job Description A Representative for Real Time Management is responsible for monitoring and managing intraday performance to ensure optimal staffing levels and agent availability to meet client expectations. This role involves using monitoring systems, making real-time adjustments, and communicating effectively with agents and other teams to maintain service levels and address any issues that arise. **Key Responsibilities:** + **Monitor Intraday Performance:** Track and analyze real-time data on call volume, staffing levels, agent availability, and service levels to identify potential issues and areas for improvement. + **Real-Time Adjustments:** Make necessary adjustments to agent schedules, breaks, and other resources to optimize performance and meet service level agreements (SLAs). + **Communication and Escalation:** Effectively communicate with agents, supervisors, and other relevant teams (e.g., WFM, IT) to address real-time issues, resolve problems, and ensure smooth operations. + **Reporting and Analysis:** Prepare and distribute reports on intraday performance, agent adherence, and other relevant metrics to provide insights into trends and areas for improvement. + **Subject Matter Expert:** Act as a subject matter expert for real-time management, providing guidance and support to other team members. + **Adherence to Policies and Procedures:** Ensure all actions taken are in compliance with company policies, procedures, and client requirements. **Key Skills and Qualifications:** **Experience:** Proven experience in real-time management, workforce management, or a related field within a call center environment. **Technical Skills:** Proficient in using call center systems (e.g., ACD, WFM) and other relevant tools for monitoring and reporting. **Analytical Skills:** Ability to analyze data, identify trends, and make data-driven decisions. **Communication Skills:** Excellent verbal and written communication skills for interacting with agents, supervisors, and other stakeholders. (B2-C1) **Problem-Solving Skills:** Ability to quickly identify and resolve issues, escalate when necessary, and find effective solutions. Location: GTM Ciudad de Guatemala - 15 Avenida 18-49 Language Requirements: Time Type: **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**