Real Time Analyst - Bilingual

About the role

The Real Time Analyst supports the call‑center operations by ensuring agents are scheduled accurately and that staffing levels match real‑time demand. The role requires bilingual communication in English and close collaboration with agents and the command centre.

Key responsibilities

• Distribute accurate and timely agent schedules.
• Enter intraday corrections and exceptions for time‑off and absences.
• Monitor call volume for unusual activity and verify staffing needs.
• Identify abnormal scheduling issues and escalate when needed.
• Initiate and coordinate trouble tickets and manage escalations.
• Prepare standard and ad‑hoc reports on agent availability effectiveness.
• Resolve agent availability concerns through face‑to‑face, phone, or messaging communication.

Required profile

• At least 3 years of experience in entry‑level Workforce Management roles.
• Effective written and verbal English communication (minimum B2 level).
• Proficient in Microsoft Excel.
• Strong multitasking ability and capacity to meet delivery timelines.
• Results‑oriented, quick learner and self‑starter.
• Associate degree in a related field is a plus.

Required skills

• Microsoft Excel