Job Title:

Sr. Representative, Real Time Management (WFM)

Job Description

The Sr. Representative, Real Time Management (WFM) 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.ResponsibilitiesDistributes accurate and timely agent schedulesInputs intraday corrections and exceptions into systems for agent time off and absencesMonitors inbound volume for unusual activity to ensure staffing needs are metRecognize abnormal scheduling issues and escalate as necessaryInitiates and coordinates trouble tickets and escalate issues as requiredPrepares standard and ad hoc reports for agent availability effectivenessMonitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center

Candidate Profile

Advanced Excel knowledgeVisual Basic Knowledge (Macros) (Desirable)Previous experience in related fields is a must.Ability to multi-task and meet timelines on deliverablesEffective communication skills, both written and verbal in EnglishDetail orientedResults orientedQuick learner and self-startedAdditional informationOn site position (Insurgentes Sur 700)Night shiftDays 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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