Sr. Representative, Real Time Management

Hace 2 días

Santiago de Querétaro, Querétaro, México Concentrix Jornada completa $240,000 - $360,000 Por obra

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.