Sr. Representative, Real Time Management - Bilingüal

Convergys; Santiago de Querétaro; Presencial; 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

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.

Location:

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

Language Requirements:

English (Required)

Time Type:

Full time2026-07-31

Mission:

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. We're so much more. Human‑centered, tech‑powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who design brand‑defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.