Sr. Representative, Real Time Management

Location NIC Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso. Nicaragua Category Workforce Management (WFM) Job Id R1569471 Posted Date 01/14/2025 External
JOB DESCRIPTION

Job Title:

Sr. Representative, Real Time Management

Job Description

Real-time analysts in the BPO industry optimize workforce management by monitoring operations in real-time, ensuring service levels are consistently met, improving customer satisfaction, and enhancing cost efficiency. They enable immediate adjustments to staffing, reducing idle time and preventing over/understaffing.

Core 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 

Proficient in Microsoft Excel

No need of experience in WFM

Ability to multi-task and meet timelines on deliverables

English: Advanced/B2

Detail oriented

Open to work any schedule (Weekends, holidays, etc.)

 

Location:

Managua, Rotonda Universitaria

Location:

NIC Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso.

Language Requirements:

English

Time Type:

Full time

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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.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

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