Job Title: Sr. Representative, Real Time Management Job Description The Associate, Real Time Management 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 Convergys scheduling standards. **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 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** + Associate's degree in related field with one to three years of relevant experience preferred. + Proficient in Microsoft Office. + Proficient in resource scheduling/intraday management applications preferred. + Ability to multi-task and meet timelines on deliverables. + Effective communication skills, both written and verbal. + Detail oriented. + English proficiency level B2 **Internal candidates** •Have 6 months in current role •No more than 3 Estart Points •No active DAs in the past 6 months •English 85% + level •Meeting KPIs for the past 3 months **Please attach your cv updated on Workday** Location: COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740 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/)**