Real Time Analyst RTA

Position Title: RTADepartment: WFMLocation: Zone 13Work Type: On‑site
About the Role: The Real-Time Analyst is responsible for monitoring, analyzing, and managing real-time operations to ensure optimal service levels and operational efficiency. This role plays a critical part in workforce management by tracking performance, identifying risks, and executing immediate actions to maintain KPIs.
Key Responsibilities:Monitor real-time performance across all queues, including service level, AHT, adherence, and occupancy.Identify performance gaps and implement immediate corrective actions (e.g., skilling changes, overtime, VTO).Manage intraday staffing levels and ensure alignment with forecasted requirements.Communicate real-time updates, risks, and action plans to Operations and leadership teams.Track agent adherence and coordinate with supervisors to address discrepancies.Analyze trends and provide insights to improve operational performance.Escalate critical issues that may impact service delivery.Maintain accurate real-time reports and dashboards.
Requirements:Minimum of 6 months to 1 year of experience in Workforce Management or similar role.Strong analytical and problem-solving skills.Proficiency in Microsoft Excel and workforce management tools.Ability to work under pressure and make quick, data-driven decisions.Excellent communication skills when working with cross-functional teams.Schedule flexibility (including weekends and holidays if required).English proficiency.
Atento is an award-winning global CX solutions company that creates exceptional experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.