Intraday Workforce Manager (RTM/WFM)

Concentrix Philippines; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Concentrix Philippines is seeking a Real Time Management Associate/Representative to manage intraday performance across call center programs. You will distribute agent schedules, input corrections, monitor inbound volume, and coordinate issues to meet client expectations and scheduling standards.

The role requires a bachelor’s degree in a related field (less than two years’ experience preferred) and at least one year in a call center, with strong organizational and customer service skills.

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.
• Proven ability to analyze and improve work processes and policies.
• Excellent customer service/support skills, and ability to work well under pressure.

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
• Recognizes abnormal scheduling issues and elevates 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

Time management

Negotiation

Coaching

Attention to detail

Organizational skills

Communication skills

Microsoft Office

IEX

CMS

Analytical thinking

Education

Bachelor's degree in related field

Tools

IEX

CMS

Job description

Concentrix Philippines is seeking a Real Time Management Associate/Representative to manage intraday performance across call center programs. You will distribute agent schedules, input corrections, monitor inbound volume, and coordinate issues to meet client expectations and scheduling standards.

The role requires a bachelor’s degree in a related field (less than two years’ experience preferred) and at least one year in a call center, with strong organizational and customer service skills.