Sr. Representative, Real Time Management - Bilingüal

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

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 escape 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 messagingapplications 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.

Location:

MEX Queretaro City - Blvd. Bernardo Quintana no. 302 int. 2 Centro Sur

Language Requirements:

English (Required)

Time Type:

Full time2026-07-31