Bilingual Real Time Analyst (RTA WFM) - Analista de Tiempo Real, area Workforce Management

Descripción de la oferta

We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth in Colombia. We want you to be part of this great team.

We are looking for the position of Bilingual Real Time Analyst, focusing on monitoring and optimizing real-time performance to ensure optimal staffing levels and service delivery. This position requires strong analytical skills, attention to detail, and effective collaboration with various departments.

Requirements to apply:

Bachelors degree in Business Administration, Statistics, or related field.
Proven experience in workforce management or related field.
Proficiency in workforce management software (e.g., Verint, Genesys, Aspect) and Microsoft Excel.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal skills.
English Level (Oral-Writing): B2
Ability to work effectively in a fast-paced environment and adapt to changing priorities.
Knowledge of call center operations and terminology is a plus.
To have Experience as analyst 1+ year is a plus.


Job Responsibilities:

Monitor real-time performance metrics, including call volumes, service levels, and agent adherence.
Make real-time adjustments to staffing levels and schedules to maintain optimal service delivery.
Communicate with Operations teams to address staffing gaps and service level issues promptly.
Analyze historical data and trends to identify opportunities for improvement in staffing and scheduling.
Provide regular updates and reports on real-time performance to management and key stakeholders.
Collaborate closely with the Forecasting and Scheduling teams to align short-term and long-term staffing plans.
Participate in meetings and collaborate with other departments to optimize workforce performance.
Stay informed about industry best practices and emerging trends in real-time workforce management.

We Offer:

Indefinite term contract + benefits according to law.
3.100.000 Base Salary.
Professional growth in the company (professional career).
Biweekly payments.
Immediate hiring.
Full availability + 2 days off per week.
WFO.

About IGT Solutions

IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.

Established in 1998, with 100% focused on the Travel industry, we have more than 70 marquee customers globally. IGT serves 4 in top 5 Airlines, 4 out of Top 5 Travel Companies, 4 out of Top 5 Hospitality companies. We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

IGT employs more than 11000 travel experts globally with 100% focus on travel domain, providing services to Airlines, Travel Management Companies, Online Travel Agencies, Travel Technology Companies, Hotels, Railways, Airports, Cruises, Car Rental and Logistics. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC® Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

Requerimientos

• Educación mínima: Universidad / Carrera técnica
• años de experiencia

Palabras clave: analyst, zona, area

Ayer (actualizada)

Acerca de IGT SERVICES AND TECHNOLOGIES COLOMBIA S.A.S

Welcome to IGT Solutions Colombia! At IGT Solutions Colombia, we are focused to provide a seamless customer experience to all our customers.

At IGT Solutions Colombia, we are focused to provide a seamless customer experience to all our customers. We have almost 2.000 experienced Cx experts working 24*7 supporting 4 different languages English, Spanish, Portuguese, and French using digital and omnichannel experience worldwide.

Salarios