Bilingual Real-Time Scheduling & Staffing Analyst

Concentrix; Tequisquiapan; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a Sr. Representative, Real Time Management - Bilingüal to oversee intraday staffing within a call center. You will ensure accurate schedules, monitor volumes, and escalate issues to maintain client expectations and scheduling standards.

The role emphasizes data-driven reporting, attention to scheduling details, and proactive communication with agents and the command center. English proficiency (B2) and Excel expertise are required.

Formación

• Must have 1+ year in Workforce Management or data analysis.
• English communication (B2) required.
• Proficient in Excel including Pivot Tables.
• Ability to multi-task and meet timelines.
• Detail oriented and results-driven.
• Quick learner and self-starter.

Responsabilidades

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections and exceptions for time off and absences.
• Monitors inbound volume to meet staffing needs.
• Recognizes abnormal scheduling issues and escalates as necessary.
• Initiates and coordinates trouble tickets and escalates issues.
• Prepares standard and ad hoc reports for agent availability.
• Monitors and resolves agent availability via various communication channels.

Conocimientos

English communication (B2)

Detail oriented

Multi-tasking

Self-starter

Results-oriented

Quick learner

Educación

Associate degree in related field

Herramientas

Excel

Pivot Tables

Descripción del empleo

Concentrix is seeking a Sr. Representative, Real Time Management - Bilingüal to oversee intraday staffing within a call center. You will ensure accurate schedules, monitor volumes, and escalate issues to maintain client expectations and scheduling standards.

The role emphasizes data-driven reporting, attention to scheduling details, and proactive communication with agents and the command center. English proficiency (B2) and Excel expertise are required.