Sr. Representative, Real Time Management - Bilingüal

Job Title: Sr. Representative, Real Time Management - Bilingüal Job Description

The Real Time Analyst (RTA) is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Main 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 escalates as necessary.
• Initiates and coordinates trouble tickets and escalates 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:

• Previous experience in Workforce Management entry‑level roles, or data analysis roles (at least 1 year).
• Effective written and verbal communication skills in English (B2 level).
• Proficient in Excel, including elaboration of Pivot Tables.
• Ability to multi‑task and meet timelines on deliverables.
• Detail oriented.
• Results‑oriented.
• Quick learner and self‑starter.
• Associate degree in related field not required but is a plus.

Location:

MEX Queretaro City - Blvd. Bernardo Quintana no. 302 int. 2 Centro Sur

Language Requirements:

English (Required)

Time Type:

Full time2026-07-31

Mission:

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.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. We're so much more. Human‑centered, tech‑powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who design brand‑defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.