Sr. Representative, Real Time Management (WFM)

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.

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 escalate 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

• Advanced Excel knowledge

• Visual Basic Knowledge (Macros) (Desirable)

• Previous experience in related fields is a must.

• Ability to multi-task and meet timelines on deliverables

• Effective communication skills, both written and verbal in English

• Detail oriented

• Results oriented

• Quick learner and self-started

Additional information

• On site position (Insurgentes Sur 700)
• Night shift
• Days 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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