Real Time Analyst – Workforce Management
Be part of the team that drives growth at SmarterHome.ai
Full Time
On-Site
Bogotá, Bogota, Colombia
3.7M COP
APPLY IN JUST A FEW CLICKS
Real Time Analyst – Workforce Management
a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }
The Real Time Analyst is responsible for monitoring real‑time operational performance to ensure agents and campaigns remain aligned with workforce planning targets. This role acts as the first line of intraday control, identifying deviations and executing immediate corrective actions to maintain service levels and operational efficiency.
The position works closely with supervisors, operations leaders, and the Workforce team to manage adherence, service levels, and staffing adjustments throughout the day in a fast‑paced call center environment.
Duties & Responsabilities
- Monitor real‑time metrics including agent adherence, service levels (SLAs), occupancy, and availability.
- Detect operational deviations and execute intraday corrective actions such as skill reassignments, break adjustments, and campaign reinforcements.
- Alert supervisors and operational leaders about critical situations (high absenteeism, overload, low productivity).
- Document and report incidents impacting daily operations.
- Collaborate with the Workforce team to adjust forecasts, staffing, and schedules as needed.
- Participate in follow‑up meetings to share insights and propose operational improvements.
- Ensure continuous operational efficiency throughout the workday.
Skills that will make you a great fit
Strong real‑time decision‑making
Operational mindset
Clear and effective communication
High sense of urgency
Ability to work under pressure
What we require and look for in you
- Technical degree, technology diploma, or senior student in business, engineering, or related fields.
- Minimum 6 months of experience in Workforce, real‑time monitoring, or call center operations.
- Intermediate to advanced Excel skills.
- Experience with WFM tools such as Injixo, NICE, Avaya, Genesys, or similar.
- Strong analytical skills and attention to detail.
- Ability to make quick, data‑driven decisions.
- Availability for rotating on‑site shifts, including weekends and holidays.
We take care of you (Perks & Benefits)
We want you to feel calm and supported with us, which is why we offer:
Permanent employment contract
Private medical insurance (after 6 months)
Wellness activities and special events
42‑hour weekly schedule
2 days OFF
Lunch on weekends
Transportation after 10:00 pm
Real career growth opportunities
Schedules
- 42 hours weekly
- On‑site operation
- Rotative schedules (including weekends and holidays)
- 2 days OFF