The Sr. Representative, Real Time Management (WFM) 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.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 centerCandidate Profile- Advanced Excel knowledge- Visual Basic Knowledge (Macros) (Desirable)- Previous experience in related fields is a must.- Ability to multi-task and meet timelines on deliverables- Effective communication skills, both written and verbal in English- Detail oriented- Results oriented- Quick learner and self-startedAdditional information- On site position (Insurgentes Sur 700)- Night shift- Days off: Friday-Saturday and/or Sunday-Monday