Source HR is a leading company committed to innovation and the professional growth of its team members. We offer a collaborative work environment and development opportunities to help you reach your full potential.

Location: Santa Fe Cuajimalpa, Cuajimalpa de Morelos, Mexico City.

We are currently looking for a Real-Time Analyst.

Location: Santa Fe , CMX (On-site)

Job Type: Full-time

Salary Range: $15,000 to $30,000 MXN/month (depending on experience)

About the Role:

We are looking for a Real-Time Analyst (RTA) to join our Workforce Management team. This role plays a critical part in ensuring service level targets are met by monitoring real-time metrics, workforce adherence, and responding to operational needs. You will collaborate closely with internal stakeholders and global partners to support a world-class customer experience.

Your proactive approach and attention to detail will help prevent operational disruptions and support the accuracy of short-term planning and execution.

Key Responsibilities:

• Monitor backlog, inflow/outflow, and service levels in real time, taking immediate corrective actions when needed.
• Track agent adherence to schedules and notify leaders of any deviations.
• Analyze real-time and historical data to provide insights that improve daily performance.
• Generate reports on schedule adherence, absenteeism, shrinkage, and other key WFM metrics.
• Coordinate real-time requests and offline activities across different lines of business or geographies.
• Support skill assignment processes and communicate with the Global Command Center to ensure proper queue alignment.
• Maintain ongoing communication with partners and internal teams across time zones.
• Assist in onboarding and training new RTAs by providing guidance and on-the-job support.

Qualifications:

• 6 months to 1 year of experience in a Real-Time Analyst or Workforce Management-related role.
• C1 level English proficiency (spoken and written).
• Strong analytical and decision-making skills under pressure.
• Advanced proficiency in Microsoft Excel and Google Sheets.
• Experience with WFM software; Tableau knowledge is a plus.
• Excellent communication skills and ability to work with stakeholders at all levels.
• Highly organized, proactive, and detail-oriented.
• Able to maintain professionalism and confidentiality in a fast-paced environment.

Benefits:

• Medical insurance
• Grocery vouchers

Application Questions:

• How much experience do you have in Workforce Management?
• What is your level of English?
• Are you available to work 100% on-site?

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