Sr. Representative WFM Real Time Management📣 Job Ad

About the Role

Concentrix Corporation is seeking a Sr. Representative for WFM Real Time Management to join their team in Riyadh. This full-time position focuses on ensuring operational efficiency and adherence to service levels through proactive monitoring and management of real-time activities.

Role Overview

The Sr. Representative, WFM Real Time Management is responsible for overseeing and managing real-time operations to ensure optimal resource allocation and maintenance of service level agreements. This role requires a high degree of adaptability, strong analytical capabilities, and the ability to perform effectively in a fast-paced, time-sensitive environment.

Key Responsibilities

• Distribute accurate and timely agent schedules utilizing Workforce Management (WFM) tools.
• Input intraday corrections and exceptions into systems for agent time off and absences.
• Monitor inbound volume for unusual activity to ensure staffing needs are met.
• Recognize abnormal scheduling issues and escalate them as necessary.
• Initiate and coordinate trouble tickets and escalate issues as required.
• Prepare standard and ad hoc reports on agent availability effectiveness.
• Monitor and resolve agent availability concerns through direct communication channels including face-to-face interactions, phone calls, and messaging applications.

Qualifications and Experience

• Bachelor's degree in any related field.
• A minimum of 1 year of experience in a similar role.
• Advanced proficiency in Microsoft Excel.
• Fluency in both Arabic and English (minimum B2 level proficiency).
• Knowledge of scheduling systems is beneficial; experience with tools such as IEX or Teleopti is a plus.

Required Skills and Abilities

• Strong verbal and written communication skills for analysis, interpretation, and addressing needs.
• Ability to work effectively in a time-critical environment and adapt quickly to changing business requirements.
• Proficiency in problem-solving and conceptual thinking.
• Flexibility to manage dynamic shifts and evolving business needs.

Work Environment

This is a full-time position based in Riyadh. The role operates within a dynamic environment that requires continuous monitoring and real-time adjustments to meet operational demands.