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

Six months of experience in WFM in call center industry at least

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 Rotonda Universitaria

Language Requirements:

Time Type:

Full time

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