Executive – Workforce Management

Firstsource; Cebu City; On-site; PHP 279,000 - 513,000; Full time

Job summary

Firstsource Cebu is seeking an Executive – Workforce Management (RTA) to monitor real-time contact center performance and support intraday operations. The role emphasizes live queue management, agent adherence, and reporting to help WFM meet service level goals.

Ideal candidates have 2–3 years in WFM/RTA, strong Excel skills, and clear communication. You'll generate dashboards, analyze trends, and collaborate with Operations for continuous improvement.

Qualifications

• 2–3 years of experience in a WFM or RTA role, preferably in a BPO or contact center.

Responsibilities

• Monitor real-time agent adherence, queue status, and service level performance across multiple campaigns or site.
• Communicate intraday actions such as break pulls, skill reassignments, or overtime.
• Escalate deviations from plan (high absenteeism, long queues, system issues) in real time.
• Generate and distribute hourly, daily, and end-of-day performance report.
• Maintain dashboards to track key WFM KPIs such as SLA, AHT, shrinkage, occupancy, and adherence.
• Analyze intraday performance trends and provide insights and recommendations to leadership.
• Participate in daily huddles and syncs with Ops and WFM teams to align on staffing and intraday execution.
• Log and document incidents that impact real-time performance (e.g., system outages, surges).
• Assist in validating schedule changes and post-day reporting for accuracy.

Skills

Excel proficiency

Attention to detail

Organizational skills

Pressure handling

Effective communication

Tools

IEX

Verint

Genesys

CMS

Job description

Job Title:

Executive – Workforce Management

Department:

Workforce Management (WFM)

Location:

Cebu

Reports To:

WFM Assistant Manager / WFM Sr.Manager

Job Summary

:The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and managing real-time contact center performance. This role ensures intraday operational efficiency by providing live queue management, agent adherence tracking, and detailed reporting. The RTA also delivers critical insights through dashboards and reports to support WFM and Operations teams in achieving service level goals

Key Responsibilities

• ngMonitor agent adherence, queue status, and service level performance across multiple campaigns or site
• s.Communicate with operations teams to recommend intraday actions such as break pulls, skill reassignments, or overtim
• e.Escalate deviations from plan (high absenteeism, long queues, system issues) in real-tim

Reporting & Analytics

• csGenerate and distribute hourly, daily, and end-of-day performance report
• s.Maintain dashboards to track key WFM KPIs such as SLA, AHT, shrinkage, occupancy, and adherenc
• e.Analyze intraday performance trends and provide insights and recommendations to leadershi

Support Function

• nsParticipate in daily huddles and syncs with Ops and WFM teams to align on staffing and intraday executio
• n.Log and document incidents that impact real-time performance (e.g., system outages, surges
• ).Assist in validating schedule changes and post-day reporting for accurac

Qualifications

• ns:At least 2-3 years of experience in a WFM or RTA role, preferably in a BPO or contact cent
• er.Proficient in Excel (formulas, charts, pivot tables); experience with WFM tools such as IEX, Verint, Genesys or CMS is a pl
• us.Strong attention to detail, organizational skills, and ability to work under pressu
• re.Effective communicator with a proactive approach to problem-solvi