Sr. Representative, Real Time Management - Bilingüal

Concentrix; Santiago de Querétaro; Presencial; MXN 134.000 - 212.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a Sr. Representative, Real Time Management - Bilingüe to oversee intraday staffing and agent availability within a Call Center environment. The role uses scheduling systems to meet client expectations and Concentrix standards.

The ideal candidate has 1+ year in Workforce Management or data analysis, strong English communication, and advanced Excel Pivot Table skills. This position emphasizes accuracy, multitasking, and quick learning in a fast-paced setting.

Formación

• Previous experience in Workforce Management entry-level roles, or data analysis roles (at least 1 year).
• Effective written and verbal communication skills in English (B2 level).
• Proficient in Excel, including elaboration of Pivot Tables.
• Ability to multi-task and meet timelines on deliverables.
• Detail oriented and results-driven.

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.
• Recognizes 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 communication channels.

Conocimientos

English (B2)

Excel skills

Multi-tasking

Detail oriented

Results-oriented

Quick learner

Educación

Associate degree in related field

Herramientas

Excel (Pivot Tables)

Descripción del empleo

Job Title

Sr. Representative, Real Time Management - Bilingüal

Job Description

The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Main 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.
• 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 agent(s) and command center.

Candidate Profile

• Previous experience in Workforce Management entry-level roles, or data analysis roles (at least 1 year).
• Effective written and verbal communication skills in English (B2 level).
• Proficient in Excel, including elaboration of Pivot Tables.
• Ability to multi-task and meet timelines on deliverables.
• Detail oriented.
• Results-oriented.
• Quick learner and self-starter.
• Associate degree in related field not required but is a plus.