Bilingual Real-Time Workforce Planner

Concentrix Services Mexico, S.A. de C.V.; Santiago de Querétaro; On-site; MXN 180,000 - 240,000; Full time

Job summary

Concentrix is seeking a Sr. Representative for Real Time Management in Queretaro to manage agent schedules and intraday corrections. You will monitor volumes, escalate issues, and prepare availability reports, ensuring staffing aligns with demand.

The role requires 1+ year in Workforce Management or data analysis, strong English skills (B2), and advanced Excel capabilities. This is a full-time on-site position located in Queretaro, Mexico.

Qualifications

• Experience in Workforce Management entry-level roles or data analysis roles (≥1 year).
• Strong written and verbal English communication (B2).
• Proficient in Excel, including Pivot Tables.
• Able to multi-task and meet deliverable timelines.
• Detail oriented and results driven.
• Quick learner and self-starter.
• Associate degree in related field is a plus but not required.

Responsibilities

• 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.
• Recognizes abnormal scheduling issues and elevates 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 agent(s) and command center.

Skills

Workforce management

English (B2)

Education

Associate degree

Tools

Excel

Job description

Concentrix is seeking a Sr. Representative for Real Time Management in Queretaro to manage agent schedules and intraday corrections. You will monitor volumes, escalate issues, and prepare availability reports, ensuring staffing aligns with demand.

The role requires 1+ year in Workforce Management or data analysis, strong English skills (B2), and advanced Excel capabilities. This is a full-time on-site position located in Queretaro, Mexico.