Sr. Representative, Real Time Management - Bilingüal Job Description

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 elevate 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 time

Mission:

Hi, we're Concentrix. We’re a global 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 general technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

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📌 Sr. Representative, Real Time Management - Bilingüal (Santiago de Querétaro)
🏢 Concentrix Services Mexico, S.A. de
📍 Santiago de Querétaro