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 No need of experience in WFM 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 Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso. Language Requirements: English 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/)**