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 schedulesInputs intraday corrections and exceptions into systems for agent time off and absencesMonitors inbound volume for unusual activity to ensure staffing needs are metRecognize abnormal scheduling issues and escalate as necessaryInitiates and coordinates trouble tickets and escalate issues as requiredPrepares standard and ad hoc reports for agent availability effectivenessMonitors 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 ExcelNo need of experience in WFMAbility to multi-task and meet timelines on deliverablesEnglish: Advanced (B2)Detail orientedOpen to work any schedule (Weekends, holidays, etc.)

 

Location:

Managua, Rotonda Universitaria

Internal Career Path Policies (Only for current employees)

The game-changers must have the approval of his or her immediate supervisor to apply for the call.Required tenure: 6 months.Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).Must not have active disciplinary actions.The game-changer may participate in only one process at a time.Comply with the learning paths of the Corporate University.Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not passThe process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.

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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