Bilingual Real-Time Analyst, Workforce Management

Convergys; Santiago de Querétaro; Híbrido; MXN 279.000 - 424.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a Sr. Representative in Real Time Management to optimize intraday performance for a call center program in Querétaro, Mexico. The role focuses on staffing, agent availability, and adherence to scheduling standards to meet client expectations.

The ideal candidate has 1+ year in workforce management or data analysis, strong English (B2), and advanced Excel (Pivot Tables). This full-time position requires attention to detail, multitasking, and a proactive, results-driven

Formación

• Experience in Workforce Management or data analysis roles (min 1 year).
• English written and verbal skills at B2 level.
• Proficient in Excel, including Pivot Tables.
• Ability to multi-task and meet timelines on deliverables.
• Detail oriented and results-oriented.
• Quick learner and self-starter.
• Associate degree in related field is a plus.

Responsabilidades

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections and exceptions into systems for agent time off and absences.
• Monitors inbound volume for unusual activity to ensure staffing needs are met.
• Recognize abnormal scheduling issues and escalates as necessary.
• Initiates and coordinates trouble tickets and escalates issues as required.
• Prepares standard and ad hoc reports for agent availability effectiveness.
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agents and command center.

Conocimientos

Workforce management

Data analysis

English (B2)

Educación

Associate degree in related field

Herramientas

Excel

Pivot Tables

Descripción del empleo

Concentrix is seeking a Sr. Representative in Real Time Management to optimize intraday performance for a call center program in Querétaro, Mexico. The role focuses on staffing, agent availability, and adherence to scheduling standards to meet client expectations.

The ideal candidate has 1+ year in workforce management or data analysis, strong English (B2), and advanced Excel (Pivot Tables). This full-time position requires attention to detail, multitasking, and a proactive, results-driven