Workforce Optimization Coordinator/RTA

Telemedik • Guaynabo, Puerto Rico, PR, PR

6h • Hybrid

About The Position

The Workforce Management/RTA Coordinator plays a key role in improving workforce planning, administration, and the efficient utilization of employees within an organization. The primary goal of this role is to ensure the right number of employees are available at the right times to meet operational needs while maintaining a positive employee experience.

Requirements

• High school diploma or equivalent required.
• Strong analytical skills.
• Basic knowledge of WFM (Workforce Management), RTA (Real-Time Adherence), formulas, and contact center fundamentals.
• Excellent verbal, written, reading, and presentation skills.
• Fully bilingual in Spanish and English (required).
• Ability to interact with all levels of management across different locations.
• Intermediate to advanced knowledge of computer applications and Microsoft Office.
• Intermediate knowledge of Microsoft Excel, including formula management.
• Availability to work rotating eight (8)-hour shifts within a Monday through Friday operation, between 8:00 a.m. and 11:00 p.m. Occasional availability to work weekends and holidays may be required based on operational needs.

Responsibilities

• Real-time monitoring and intraday performance management.
• Exception management and tracking of operational deviations.
• Generation of real-time reports: hourly, daily, and weekly.
• Preparation and maintenance of performance dashboards.
• Data analysis and process development to improve operational efficiency.
• Incident tracking, documentation, and escalation.
• Ensuring adherence to established processes, procedures, and operational standards.

Benefits

• Opportunities for professional growth and career development.
• Training and leadership development programs.
• Paid time off.
• Retirement plan.
• Opportunity to be part of a global organization committed to excellence and innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED