About this role
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 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