2026 Workforce Management GVPAD – RTM/WFM Representative or Associate

Concentrix; Quezon City; On-site; PHP 279,000 - 390,600; Full time

Job summary

Concentrix is seeking a Real Time Management Associate/Representative to manage intraday performance in Quezon City. You'll be responsible for staffing and agent availability to ensure client satisfaction and adherence to scheduling standards.

The role requires a Bachelor's degree and call center experience. You must be organized, detail-oriented, and proficient in Microsoft Office and scheduling applications. Successful candidates will excel under pressure while providing excellent customer support.

Qualifications

• Less than two years of relevant experience preferred.
• Minimum one year experience in a call center required.
• Proficient in scheduling/intraday management applications preferred.

Responsibilities

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections into systems for agent time off and absences.
• Monitors inbound volume to ensure staffing needs are met.
• Coordinates trouble tickets and escalates issues as required.

Skills

Multi-tasking

Negotiation

Organizational skills

Attention to detail

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 escalates as necessary
• Initiates and coordinates trouble tickets and escalates 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