Shift Lead - Real Time Analyst

The Shift Lead - Real Time Analyst oversees the on-shift performance management of Call Center Agents and monitors sample throughput across our automated dialer systems. In this role, you will drive operational excellence by balancing real-time queue demands, maximizing agent productivity, and ensuring research calling campaigns meet daily and project-based production targets. You will serve as the frontline operational resource, translating performance metrics into real-time strategy adjustments and actionable coaching

Responsibilities

Monitor on-shift performance in real time, balancing individual agent productivity with overall call center service levels; Dynamically reassign agents across queues and tasks based on live throughput, agent performance, and incoming demand; Assist with pre-shift sample queuing, set calling priorities, and partner with Production associates to ensure dialer sample flows smoothly and efficiently; Engage with individual agents and teams via chat and voice channels to maintain high morale and drive shift-wide motivation; Deliver clear, constructive feedback and real-time coaching to elevate individual and team output; Create and maintain on-shift seating and assignment charts to track active performance trends; Prepare and distribute pre-shift briefings, intraday updates, and comprehensive End-of-Day (EOD) production reports across all active calling accounts; Execute CATI-related administrative tasks, including setting up callbacks, resolving CATI data entry errors, and verifying sample accuracy; Synthesize shift performance data to deliver strategic recommendations and operational insights to Operations Leadership

Requirements

Full bilingual fluency in English and Spanish (both written and verbal); Demonstrated experience working within an automated dialer environment or managing dialer services; Strong coaching, interpersonal, and motivational leadership skills with the ability to explain complex concepts clearly; Advanced organizational and time-management capabilities, with proven punctuality and schedule adherence; Proficiency with Windows, Google Workspace, and Microsoft Office (intermediate to advanced Excel and Google Sheets skills required); Located within a commutable distance of the designated office location; Dedicated, secure, and private home workspace free from background noise to protect personally identifiable information (PII); High-speed internet service at your primary residence (minimum 80 Mbps download speed); Capability to connect directly to your router or modem via a wired Ethernet cable

Nice to have

2+ years of experience in a call center, customer service, or market research environment (strongly preferred)

Benefits

Equipment: Company-provided computer and work setup; Paid Time Off: 16 days of vacation; Vacation Bonus (Prima Vacacional): 50%; Savings Fund (Fondo de Ahorro): 13%; Pantry Vouchers (Vales de Despensa): 9%; Insurance Coverage: Major Medical Expenses (SGMM) and Life Insurance; IMSS (Mexican Social Security Institute)