2026 Workforce Management GVPAD – RTM/WFM Representative or Associate

Concentrix Philippines; Quezon City; On-site; PHP 420,000 - 650,000; Full time

Job summary

Concentrix Philippines is seeking a 2026 Workforce Management GVPAD – RTM/WFM Representative or Associate in Quezon City to manage intraday performance across multiple programs within the call center environment.

The role uses monitoring systems to ensure proper staffing and agent availability, meeting client expectations and Concentrix scheduling standards while coordinating schedules and issues with the center team.

Qualifications

• Bachelor's degree in a related field is preferred.
• Minimum one year experience in a call center.
• Ability to multi-task, prioritize, and meet timelines.
• Proven ability to analyze and improve work processes and policies.

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 elevate as necessary
• Initiates and coordinates trouble tickets and elevate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center
• Reviews agent availability to ensure that client service agreements are met

Skills

Multi-tasking

Organizational skills

Attention to detail

Coaching and development

Customer service

Negotiation

Communication skills

Problem solving

Education

Bachelor's degree in related field

Tools

Microsoft Office

IEX

CMS

Job description

Job Title: 2026 Workforce Management GVPAD – RTM/WFM Representative or Associate

Job Description

This posting is for the RTA Opening in Cebu Arcenas.

The Real Time Management Associate/Representative 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 Concentrix 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 elevate as necessary
• Initiates and coordinates trouble tickets and elevate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center
• Reviews agent availability to ensure that client service agreements are met

Candidate Profile

• Bachelor's degree in related field with less than two years of relevant experience preferred
• Minimum one year experience in a call center required
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills
• Excellent organizational skills
• Strong attention to detail
• Ability to coach and develop action plans to maximize performance
• Proven ability to analyze and improve work processes and policies
• Excellent customer service/support skills, and ability to work well under pressure
• Proficient in Microsoft Office
• Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred

Location

PHL Quezon City - Tera Tower 1st Floor