As a Real-Time Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance, notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance. Floor management Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target * Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources, re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.) * Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of lunches or breaks) * Provide alerts for atypical call volume (volume increase or decrease) * Follow up on the status of the agents and maintain control of the AHT * Ensure that the work tools are working correctly, both management and operational * Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly * Escalate and document incidents of tools or events that impact the indicators Reports * Build, modify, update, analyze and interpret the content of reports * Daily update of operational management reports (attendance, performance, executive reports, among others) * Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others) * Evaluate and detect deviations and propose continuous improvements * Perform graphical analysis of correlations, variables, Pareto, among others Forecasts, Schedules, and Service Level * Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with suggestions or recommendations such as schedule movement or others. Maintain the confidentiality of the information handled by our enterprise, the client, and the end-user, meaning that the information. must not be used for purposes other than those authorized by the company.