**Workforce Management (WFM)**
**Location**
- Pavas, Costa Rica***
Job Title:
WFM Sr. Representative, Real Time Management
**Job Description**:
Sr. Rep, Real Time management works directly with the Operations team and the client to ensure the staffing levels are consistent on a Real Time Basis and Meet with the Business needs.
** Essential Functions/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 scheduling issues and escalate as necessary.
- Initiates and coordinates trouble tickets and escalate issues as required.
- Review agent availability to ensure that client service agreement are met.
- Engages agents via Quick connect to check for call drivers and if help is required to maintain AHT remains on target on hourly basis.
- Escalates to team leads and Operation managers if people are not adhering to queue guidelines.
- Help coordinate with training the CE completions and site engagement activities (offlines).
- Sends daily updates for AHT, login/logout reports, Service Levels per hourly intervals.
- Adapts their schedule to cover for operation based on planned schedules with other similar peers.
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') Related to Service Levels and AHT
- Send daily and weekly updates for schedule adherence based on breaks, lunch, any other staffed time vs planned.
- Stay current on internal work processes, policies, and procedures.
- Promote the Concentrix values through both behavior and attitude.
**REQUIREMENTS**
- Multitasking and ability to follow up on different requests.
- Analytical thinking.
- Good comprehension of call centers operations, metrics and general procedures.
- Excellent communication skills (oral and written) and interpersonal skills.
- Demonstrated ability to comprehend, analyze, and interpret information.
- Ability to make independent, sound decisions on business and systems impact.
- Ability to deal with last minute changes, solve problems and the unexpected challenges will be necessary.
- Work well under pressure and follow through on items to completion.
- Strong communication skills, both written and verbal.
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
- Strong communication skills, both written and verbal.
- English proficiency ( B2+).
- Effective communication skills, both written and verbal.
**Location**:
CRI San Jose - US Embassy
Language Requirements:
Time Type:
Full time
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