Bilingual Real-Time Analyst – Scheduling & WFM

CNX; Santiago de Querétaro; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

CNX is seeking a Sr. Representative for Real Time Management in Querétaro. You will monitor intraday performance, manage agent schedules, and ensure staffing aligns with client expectations and Concentrix standards.

The role requires 1+ year in workforce management or data analysis, strong English skills (B2), and proficiency in Excel with Pivot Tables. A fast learner who can multitask and deliver on time will thrive here.

Formación

• 1+ year experience in workforce management or data analysis roles.
• Proficient in English with at least B2 level communication skills.
• Proficient in Excel, including Pivot Tables.
• Ability to multi-task and meet deadlines for deliverables.
• Detail oriented and results-driven.
• Fast learner and self-starter.
• Associate degree is a plus but not required.

Responsabilidades

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections for time off and absences.
• Monitors intraday inbound volume to match staffing needs.
• Recognizes scheduling issues and escalates as needed.
• Initiates trouble tickets and coordinates escalations.
• Prepares standard and ad hoc agent availability reports.
• Monitors availability concerns via face-to-face, phone, and messaging with agents and command center.

Conocimientos

Workforce management

Data analysis

English (B2)

Multi-tasking

Detail oriented

Results oriented

Quick learner

Educación

Associate degree in related field (not required but a plus)

Herramientas

Excel

Pivot Tables

Descripción del empleo

CNX is seeking a Sr. Representative for Real Time Management in Querétaro. You will monitor intraday performance, manage agent schedules, and ensure staffing aligns with client expectations and Concentrix standards.

The role requires 1+ year in workforce management or data analysis, strong English skills (B2), and proficiency in Excel with Pivot Tables. A fast learner who can multitask and deliver on time will thrive here.