Senior Representative Real Time Management - Bilingual

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