3 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Direct message the job poster from IGT Solutions Team Lead - Talent Aquisition Group at IGT Solutions Real Time Analyst (RTA-WFM) Bogota, Columbia 24*7 WFO Location: Bogota Description of the role: • The Real-Time Analyst plays a vital role in the Workforce Management (WFM) team, 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. Candidate´s Qualifications and Knowledge: • Bachelor's 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 B2 (Oral and writing). • Ability to work effectively in a fast-paced environment and adapt to changing priorities. • Knowledge of call center operations and terminology is a plus. Job Responsibilities as an RTA: • 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. Disclaimer : It is our policy to provide 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 grounds. About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. 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. Regards [email protected] m.+918527123018(whatsapp) Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Customer Service and Quality Assurance Industries IT Services and IT Consulting, Outsourcing and Offshoring Consulting, and Travel Arrangements Referrals increase your chances of interviewing at IGT Solutions by 2x Get notified about new Workforce Management Analyst jobs in Bogota, D.C., Capital District, Colombia . Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 3 days ago Bogota, D.C., Capital District, Colombia 3 days ago Bogota, D.C., Capital District, Colombia 1 month ago Bogota, D.C., Capital District, Colombia 4 weeks ago Bogota, D.C., Capital District, Colombia 2 months ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 3 months ago Bogota, D.C., Capital District, Colombia 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr