Job Title: Representative, Real Time Management Job Description **Responsibilities:** · Intraday real time monitoring of service levels for all queues for the site throughout the operating window (24/7/365) · Real time monitoring of associates performance from all teams at all sites · Managing Real Time updates on Service Levels, Contact data and other KPIs · Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals · Communicate and call out changes to incoming contact patterns to operations and the broader WFM team · Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) · Support changes within routing profiles to move associates as needed · Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage · Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met · Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders · Review and process VTO/PTO/OT/Non-Prod time requests in real-time · Provide assistance to the other WFM teams as needed. **Candidate profile:** · MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage · Graduate with 2+ years contact center experience and Good Communication Skill · MS Office – PowerPoint, Word, Access, Outlook, etc. · Workforce Experience (RTA or greater) · Basic knowledge of the call center industry. · Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). · Knowledge of ACD and Call Center Workforce applications - preferred. · Strong oral and written communication skills. · Proficient in Microsoft Office. · Ability to multi-task, prioritize, and meet timelines of deliverables. · Self-starter, sense of urgency, and works well under pressure. · High attention to detail, sense of professionalism and ability to develop relationships · Willingness to work fully on site Monday-Sunday 9am-9pm on rotation ·Fluency in both English and Bulgarian Location: BGR Sofia - Advance Business Center Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**