Sr. Representative, Real Time Management (WFM)

Concentrix - CA; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer service provider in Mexico City is seeking a Sr. Representative for Real Time Management. The role involves distributing schedules, inputting corrections, and monitoring staffing needs. Candidates must have advanced Excel skills, effective English communication, and previous related experience. This is an on-site position with a night shift and specific days off.

Formación

• Previous experience in related fields is a must.
• Ability to multi-task and meet timelines on deliverables.

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 escalate as necessary.
• Initiates and coordinates trouble tickets and escalate issues as required.

Conocimientos

Advanced Excel knowledge

Visual Basic Knowledge (Macros)

Effective communication skills

Detail oriented

Results oriented

Quick learner and self-starter

Descripción del empleo

Job Title: Sr. Representative, Real Time Management (WFM)

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 escalate as necessary
• Initiates and coordinates trouble tickets and escalate 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

• Advanced Excel knowledge
• Visual Basic Knowledge (Macros) (Desirable)
• Previous experience in related fields is a must.
• Ability to multi-task and meet timelines on deliverables
• Effective communication skills, both written and verbal in English
• Detail oriented
• Results oriented
• Quick learner and self-started

Additional information

• On site position (Insurgentes Sur 700)
• Night shift
• Days off: Friday-Saturday and/or Sunday-Monday

Location:

MEX Mexico City Downtown Insurgentes

Language Requirements:

English (Required)

Time Type:

Full time

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