2026 Workforce Management GVPAD – RTM/WFM Representative or Associate

Concentrix; Quezon City; On-site; PHP 320,000 - 420,000; Full time

Job summary

Concentrix is seeking a Workforce Management GVPAD Associate/Representative to manage intraday performance for multiple programs, ensuring optimal staffing and agent availability in line with client expectations and Concentrix standards.

The role requires coordinating schedules, monitoring volumes, and escalating issues as needed while preparing availability reports and guiding agents toward performance goals.

Qualifications

• 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

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

Multitasking

Time management

Communication

Customer service

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

Location: PHL Quezon City - Tera Tower 1st Floor

Language Requirements

Language Requirements: Time Type: Mission:

Company Overview

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.