### **Job Information** Department Name PLANNING \& ANALYTICS Job Type Full time Industry Administration Service Now Ticket INC1431345 Modality WFH Work Experience 1\-3 years Assigned Recruiter Contact sergio.alberto.vega.millan@confie.com Date Opened 12/18/2025 City Ciudad de México State/Province Ciudad de México Country Mexico Zip/Postal Code 03710 ### **Job Description** The objective of this position is to have the right number of resources available to manage incoming and outgoing customer phone volumes. The real\-time analyst is accountable for ensuring people are following their published schedules. This is an entry\-level position on the Workforce Management Team. **Responsibilities:** * Monitor real\-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs). * Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency. * Coordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand. * Analyze real\-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery. * Communicate with operational teams and supervisors to relay real\-time insights and recommend immediate actions to address service level risks. Coordinate with various departments on issues impacting production. * Implement and manage real\-time escalation processes to address high volume or crises, ensuring minimal impact on service quality. * Facilitate real\-time training and coaching opportunities by identifying skill gaps or performance issues as they occur. * Document and report on incident resolutions, including the impact of real\-time decisions on daily service level achievements and operational costs. ### **Requirements** * Experience in workforce departments. * Intermediate English level. * Excel knowledge. * Proactive. * Team player. ### **Benefits** * Competitive weekly salary * Life Insurance * Legal benefits * Christmas bonus * Savings fund * Profit sharing (PTU) * Vacation days * Vacation premium * Extra paid days off * Private medical insurance and preventative care * Growth opportunities