Sr. Representative, WFM Real Time Managerment

Sr. Representative, WFM Real Time Managerment Location: GTM Ciudad de Guatemala - 15 Avenida 18-49 Job Title: Sr. Representative, WFM Real Time Managerment Job Description The Real Time Analyst (RTA) is responsible for monitoring real-time operational performance to ensure service level goals, staffing requirements, and operational KPIs are achieved. This role works closely with Operations, Workforce Management, and key stakeholders to manage intraday performance, staffing efficiency, schedule adherence, and interval-level staffing optimization while ensuring a high-quality customer experience. The RTA plays a critical role in identifying operational risks, managing staffing adjustments, supporting outage management, and providing real-time recommendations to maintain operational stability and productivity. Key Responsibilities & Accountabilities Monitor real-time queue performance, incoming contact volumes, staffing levels, and interval trends across all supported channels. Work closely with Operations and WFM teams to ensure service level goals and operational KPIs are consistently achieved. Monitor and report daily attendance, schedule adherence, productivity, and staffing compliance in real time. Optimize agent allocation and reallocation based on call arrival patterns and interval staffing requirements. Adopt and communicate global intraday and scheduling guidelines to WFM Coordinators and operational stakeholders. Create and optimize schedule shells while allocating productive time based on interval-level staffing needs and regional labor law requirements. Ensure accurate distribution and tracking of programmed shrinkage activities, including meetings, trainings, coaching sessions, outages, and other offline activities. Monitor interval-level performance drivers, including AHT variations, staffing gaps, outages, and productivity impacts. Enforce real-time adherence across all work types, queues, and skills within the scope of operations. Maintain continuous communication with Operations, WFM Coordinators, and stakeholders regarding staffing risks, performance trends, and mitigation plans. Provide visibility and reporting of SLAs and KPIs related to intraday and scheduling functions, including: Service Level Schedule Adherence Shrinkage Staffing Compliance Interval-Level Performance Occupancy Productivity Metrics Develop and maintain scheduling matrices by site and region while ensuring compliance with labor laws, shift structures, and operational requirements. Recognize and communicate operational challenges before, during, and after scheduling cycles and provide staffing solutions aligned with business expectations. Support and troubleshoot live monitoring tools, systems, and workforce applications to ensure operational continuity. Escalate operational risks, outages, and system issues affecting service delivery in a timely manner. Generate and distribute intraday reports and operational insights to leadership and stakeholders. Main Job Requirements Education & Training Bachelor’s degree student or above preferred. Preferred educational background in Business Administration, Technology, Engineering, Statistics, or related fields. Advanced English proficiency (written and spoken). Work Experience Minimum 6 months of contact center or workforce management experience preferred. Experience in Real-Time Analysis, Scheduling, Workforce Management, or Operations is a plus. Required Skills Technical Skills Strong Microsoft Excel knowledge, including: Advanced formulas PivotTables Data analysis Reporting and dashboards Data validation and trend analysis Intermediate statistical and analytical knowledge. Knowledge of workforce management tools such as IEX, NICE, Verint, Aspect, or similar platforms. Strong computer and system navigation skills. Understanding of contact center metrics including: Service Level Occupancy AHT Shrinkage Adherence Productivity Ability to analyze real-time operational data and make staffing recommendations. Competencies & Behavioral Skills Strong analytical thinking and problem-solving skills. Excellent communication and stakeholder management skills. High adaptability in fast-paced operational environments. Strong customer orientation and service mindset. Ability to multitask and work under pressure. Strong interpersonal and teamwork skills. High attention to detail and organizational skills. Strong learning agility and initiative. Ability to manage stress and prioritize effectively. Strong emotional intelligence and professional maturity. Location: GTM Ciudad de Guatemala - 15 Avenida 18-49 Language Requirements: English Time Type: Full time