Sr. Representative, Real Time Management - Bilingüal

Concentrix · Santiago de Querétaro

Job Title:

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 escalate 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

More jobs at Concentrix · Other jobs in Mex Queretaro City