Real Time Analyst - Bilingual

Concentrix · Nic Managua - del Complejo Plaza El Sol, Nicaragua · full time · On site · September 03, 2026

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Posted September 03, 2026 · Read from Concentrix
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Job Title:

Real Time Analyst - Bilingual

Job Description

The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and scheduling standards.

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Main responsibilities:

  • Distributes accurate and timely agent schedules.
  • Inputs intraday corrections and exceptions into systems for agent time off and absences.
  • Monitors volume for unusual activity to ensure staffing needs are met.
  • Identifies abnormal scheduling issues and escalates as necessary.
  • Initiates and coordinates trouble tickets and escalates issues as required.
  • Prepares standard and ad hoc reports for agent availability effectiveness.
  • Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and the command center.

Candidate Profile:

  • Previous experience in Workforce Management entry-level roles (at least 3 years).
  • Effective written and verbal communication skills in English (B2 level).
  • Proficient in Microsoft Excel.
  • Ability to multitask and meet timelines on deliverables.
  • Results-oriented.
  • Quick learner and self-starter.
  • Associate degree in a related field will be a plus.

Location:

NIC Managua - Del complejo Plaza el Sol, 200mts al Este

Language Requirements:

English (Required)

Time Type:

Full time

Employer
Concentrix
Location
Nic Managua - del Complejo Plaza El Sol, Nicaragua · On site
Contract
full time