Sr. Representative, Real Time Management - Bilingüal
Key Skills for This Role
Full Job Posting
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 escalate 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.
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