Job Description: We are IGT Solutions, a multinational company specializing in the telecommunications sector and BPO focused on customer service. We are currently experiencing rapid growth in Colombia and invite you to join our team. About the Position: The role of Bilingual Real-Time Analyst involves monitoring and optimizing real-time performance to ensure optimal staffing levels and service delivery. Key requirements include strong analytical skills, attention to detail, and effective collaboration with various departments. Key Responsibilities: - Monitor Real-Time Performance Metrics - Track call volumes, service levels, and agent adherence in real-time. - Adjust Staffing Levels and Schedules - Maintain optimal service delivery by making real-time adjustments to staffing levels and schedules. - Communicate with Operations Teams - Address staffing gaps and service level issues promptly with Operations teams. - Analyze Historical Data and Trends - Identify opportunities for improvement in staffing and scheduling using historical data and trends. - Provide Regular Updates and Reports - Update management and key stakeholders on real-time performance metrics. - Collaborate with Forecasting and Scheduling Teams - Align short-term and long-term staffing plans with Forecasting and Scheduling teams. - Participate in Meetings and Collaborate with Other Departments - Optimize workforce performance through meetings and collaboration with other departments. - Stay Informed about Industry Best Practices - Stay up-to-date on emerging trends in real-time workforce management. Requirements: - Bachelor's degree in Business Administration, Statistics, or related field. - Proven experience in workforce management or related field. - Proficiency in workforce management software (e.g., Verint, Genesys, Aspect) and Microsoft Excel. - Strong analytical skills and attention to detail. - Excellent communication and interpersonal skills. - Ability to work effectively in a fast-paced environment and adapt to changing priorities. - Knowledge of call center operations and terminology is a plus. - Experience as analyst 1+ year is a plus. What We Offer: - Indefinite term contract + benefits according to law. - Professional growth in the company (professional career). - Biweekly payments. - Immediate hiring. - Full availability + 2 days off per week. - WFO. About IGT Solutions: IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to delivering innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. Established in 1998, with 100% focused on the Travel industry, we have more than 70 marquee customers globally.