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Este puesto utilizará sistemas de monitoreo para garantizar niveles adecuados de personal y disponibilidad de agentes que cumplan con las expectativas del cliente y con los estándares de programación de Concentrix. **Principales responsabilidades:**\n\n* Distribuye horarios precisos y oportunos para los agentes.\n* Ingresa correcciones y excepciones intradía en los sistemas por tiempo libre o ausencias de los agentes.\n* Monitorea el volumen de llamadas entrantes ante actividades inusuales para asegurar que se cumplan las necesidades de personal.\n* Identifica problemas anormales en la programación y los escala cuando sea necesario.\n* Inicia y coordina tickets de soporte y escala problemas según sea requerido.\n* Prepara informes estándar y ad hoc sobre la efectividad de la disponibilidad de los agentes.\n* Monitorea y resuelve problemas de disponibilidad de agentes mediante comunicaciones cara a cara, teléfonos y aplicaciones de mensajería con los agentes y el centro de comando.\n\n**Perfil del candidato:**\n\n* Experiencia previa en puestos de nivel inicial en Gestión de la Fuerza Laboral o en análisis de datos (mínimo 1 año).\n* Habilidades efectivas de comunicación escrita y verbal en inglés (nivel B2).\n* Dominio de Excel, incluyendo la elaboración de tablas dinámicas.\n* Capacidad para realizar múltiples tareas y cumplir con plazos establecidos.\n* Orientado al detalle.\n* Orientado a resultados.\n* Aprendizaje rápido y autónomo.\n* Título de asociado en un campo relacionado no es obligatorio, pero es un plus.\n\n\nConcentrix es un empleador que ofrece igualdad de oportunidades. 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