Sr. Representative, Real Time Management - Bilingüal

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.