WordPress Real-Time Operations Analyst (WFM / Performance Monitoring)

Dominican Republic
Multinational BPO / Shared Services Environment
English Level Required: C1 / C2 (Advanced Mandatory)

Position Summary

We are hiring a WordPress Real-Time Operations Analyst to support the Workforce Management (WFM) and Digital Operations teams.

This role combines:

• Real-time performance monitoring (RTA responsibilities)
• WordPress site performance oversight
• CRM & digital workflow monitoring
• Operational KPI tracking

The analyst ensures that:

• Service Levels remain within target
• Agents follow schedules (Adherence & Attendance)
• WordPress-based workflows and integrations function properly
• Real-time productivity KPIs are achieved

This is a high-visibility role working directly with Operations Leadership IT and Performance teams.

KEY RESPONSIBILITIES

Workforce & Real-Time Monitoring

• Monitor real-time Service Levels (Voice Chat Email)
• Track Schedule Adherence & Shrinkage
• Monitor AHT Occupancy and Productivity KPIs
• Escalate performance deviations
• Manage contingencies (volume spikes absenteeism)
• Provide real-time reporting to leadership

WordPress & Digital Operations Oversight

• Monitor WordPress site performance (uptime load speed plugin stability)
• Oversee CRM integrations (Salesforce preferred)
• Validate workflow automations connected to WordPress
• Track digital conversion metrics
• Manage reporting dashboards via Google Sheets
• Support optimization of digital funnels & landing pages
• Coordinate with IT for plugin updates & site stability

REQUIRED EXPERIENCE

• 23 years in:
  • Workforce Management (RTA WFM Analyst Capacity Analyst)
    OR
  • WordPress Operations / Web Operations / CRM Monitoring
• Mandatory experience in:
  • Contact Center / BPO environment
• Exposure to:
  • Salesforce
  • RingCentral
  • Google Workspace (Advanced)

REQUIRED SKILLS

• Advanced analytical skills
• Strong real-time decision-making ability
• Advanced Google Sheets (Pivot tables formulas dashboards)
• WordPress administration knowledge
• CRM integration understanding
• Excellent English communication (C1/C2 required)
• Multitasking under pressure
• Attention to detail & accuracy
• Strong stakeholder communication

MARKET INSIGHT (DR 2026)

• WordPress CRM Integration increases salary by 2030%
• C1/C2 English increases employability significantly
• BPO experience remains mandatory
• High performers can evolve into:
  • WFM Supervisor
  • Digital Operations Manager
  • Performance & Automation Lead

CANDIDATE SUBMISSION REQUIREMENTS

Applicants must submit:

1. Updated Resume (PDF)
2. Updated LinkedIn Profile
3. English proficiency proof (C1/C2 required)
4. 150200 word statement: Why should you be considered for this role

Seo Keys LI:

• Real-Time Monitoring

• KPI Performance

• Workforce Management

• WordPress Operations

• CRM Integration

• Service Level Optimization

• Automation & Analytics

• C1/C2 English Required