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 integral 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

📌 Sr. Representative, Real Time Management (Santiago de Querétaro)
🏢 Convergys
📍 Santiago de Querétaro