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 **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/)**