Senior Training Management Analyst

Location: Tuxtla

Tential is a leading company committed to innovation and the professional growth of its team members. Job Type:  Full-time
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.
Monitor backlog, inflow/outflow, and service levels in real time, taking immediate corrective actions when needed.

Analyze real-time and historical data to provide insights that improve daily performance.

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.

Assist in onboarding and training new RTAs by providing guidance and on-the-job support.
6 months to 1 year  of experience in a Real-Time Analyst or Workforce Management-related role.

C1 level English proficiency  (spoken and written).

Advanced proficiency in  Microsoft Excel  and  Google Sheets  .

Experience with WFM software;  Tableau  knowledge is a plus.

Medical insurance

How much experience do you have in Workforce Management?

What is your level of English?