Position Summary:

Horatio is looking to hire an RTA (Real-Time Analyst) to be part of the Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance throughout the day to ensure effective management of incoming and outbound phone, chat, and email volume. This role serves as the operational nerve center of our programs, offering high visibility and direct collaboration with Horatio’s leadership and Operations teams.

Responsibilities:

Generate, distribute, and maintain routine operational reports, including intraday reports, agent scorecards, end-of-day (EOD) summaries, and shrinkage metrics
Analyze real-time and historical data to identify outlier performers (both high achievers and those needing support) and flag these trends for Operations leadership
Continuously review, update, and enhance existing reporting templates and dashboards to improve data visualization and streamline operational workflows
Identify opportunities to automate manual reporting processes,



utilizing G-Suite tools or other platforms to reduce administrative overhead and improve data accuracy
Execute intraday adjustments to staffing plans based on real-time volume trends, unexpected spikes, or absenteeism to maximize service level agreements (SLAs)
Monitor employee performance against work schedules and real-time productivity through contact center applications
Communicate in real-time to the Operations leadership team regarding employees who pass or fail schedule adherence and productivity thresholds
Inform employees and/or supervisors about schedule changes in a timely manner
Investigate and identify the root causes of service level deviations (e.g., volume surges, high handle times) and provide immediate recommendations
Inform the executive and leadership teams of the presente performance and productivity of employee KPIs to promote the achievement of operational targets
Act as the primary point of contact during system outages or t

📌 Real Time Analyst (Bogotá)
🏢 Horatio
📍 Bogotá