Real Time Analyst - Service Desk Delivery Level 1.5

**Why Kyndryl**Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl?We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.**Your Role and Responsibilities**The Real-Time Analyst's primary purpose is to ensure there's an accurate account and regulation between production resources and workloads.Is part of the RTA responsibilities to:- Meet established service level goals.- Efficiently manage daily data- Analyze real-time call volumes and agent activities- Make the necessary skill and resource allocation changes to get calls and other workloads handled on time.- Ensure the proper staffing and coverage for future intervals during the day- Manage staffing during break and lunch, ensuring no delays on this process.- Allocate and manage resources on the different support channels.- Any of the mentioned LVL 1 Support Agent tasks mentioned on this document.**Required Technical and Professional Expertise**- Demonstrated strong analytical skills, with emphasis on forecasting.- Result Oriented.- Excellent verbal and written communications skills.- Ability to work under pressure.- Experience with Workforce Management Software and Call Center ACD Software is required- Team player.- English (85% or more)- One year of experience**Preferred Technical and Professional Experience**- English- Spanish- Portuguese**Required Education**High School Diploma/GEDDiversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks (KINs) are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.**Other things to know****Primary Job Category**Technical Specialist**Role (Job Role)**Customer Service Representative**Employment Type**Full-Time**Contract Type**Regular**Position Type**Early Professional**Travel Required**No Travel**Company**(Y014) Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada**Is this role a commissionable / sales incentive based position**No