Job Title: WFM Analyst - Medellin Job Description Summary: 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 utilizes monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards. Essential Functions/Core Responsibilities: Distribute accurate and timely agent schedules 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 as necessary Initiate and coordinate trouble tickets and escalate issues as required Prepare standard and ad hoc reports for agent availability effectiveness Monitor and resolve agent availability concerns via face-to-face communications, phones, and messaging applications with agents and command center Requirements: Associate's degree or related field with two to four years of relevant experience preferred Advanced skills in Excel and Microsoft Office Proficient in resource scheduling/intraday management applications preferred Ability to work well under pressure and follow through to completion Strong written and verbal communication skills Ability to lead a team in multi-tasking, prioritization, and meeting deadlines Detail-oriented Willing to work a flexible schedule Proficient in English, B2 level required Additional Details: Location: Medellin - Proyecto FIC 48, #18A-14 Employment Type: Full-time Seniority Level: Entry level Job Function: Project Management and Information Technology Industries: IT Services and IT Consulting Referrals can increase your chances of interviewing at Concentrix Trust & Safety by 2x. Note: Sign in to set job alerts for “Workforce Management Analyst” roles. We’re using community knowledge and AI to enhance insights. #J-18808-Ljbffr