Associate, Real Time Management

**Workforce Management (WFM)****Location**- Mexico City, Mexico***Job Title:Associate, Real Time Management**Job Description**:The Associate Intraday is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s).
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- Reviews agent availability to ensure that client service...