Sr. Representative, Real Time Management

Job Title:

Sr. Representative, Real Time Management

Job Description

The Sr. Representative, Real Time Management monitor's call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met.

Essential Responsibilities:

• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
• Work closely with the client to address schedule changes/concern
• Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc.), Overall staffing performance (staff vs required, service metrics, attendance, etc.)
• Monitor Realtime adherence using tools available, IEX, CMS, WFM etc.
• Update schedules as needed, Adjust Breaks/Lunches for better performance
• Participate in relevant meetings
• Provide input to stakeholders and drive labor management 
• Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
• Handle CNX Internal Customers.

Candidate Profile:

• Contact center experience along with proficiency in intermediate MS Excel a requirement for the role.
• Good analytical, numerical and problem solving skills. WFM-RTA experience, and proficiency in IEX (WFM tool) preferred.
• Must possess effective organizational and time management skills with the ability to multi task proficiently. 
• Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Candidates must be willing and able to work in a flexible shift pattern, including nights, weekends, and holidays, as this position supports a 24/7 operational environment.
• This is an onsite position based at our Oshawa location and ability to work on site is a requirement.

The base pay range for this position is $19.9 - $22.39 hourly (pay rate will not be below applicable minimum wage) , plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, RRSP, paid time off and holidays and paid learning days. The deadline to apply for this position is Nov. 27, 2025.

Location:

CAN Oshawa

Language Requirements:

Time Type:

Full time

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