Real Time Associate | Cubao (Open for CSR/TSR with 1 year experience)

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila, invites applicants for a Workforce Management/Real-Time Monitoring support role within the contact center operations.

The incumbent will monitor schedules, adherence, and queue activity to help align staffing with daily goals. The position emphasizes learning WM/Real-Time processes, with no prior WM experience required, and requires 6 months to 1 year in customer service or contact centers, plus basic Excel skills to support reporting and

Qualifications

• Analytical mindset with strong communication and problem-solving abilities.
• At least 6 months to 1 year of customer service or contact center experience preferred.
• Familiarity with call center metrics, attendance, schedules, and performance is a plus.
• Experience with MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX or similar workforce management systems is preferred but not required.

Responsibilities

• Monitor employee schedules, attendance, adherence and queue activity using workforce management tools.
• Track inbound service levels, staffing requirements and employee adherence to scheduled activities.
• Analyze real-time and historical information to identify staffing or operational concerns and provide recommendations.
• Prepare ad hoc reports related to employee adherence, schedules, and daily operations.
• Assist with employee skilling and provide workforce data to ensure employees are assigned appropriately.
• Coordinate with Workforce Management and Operations on VTO, overtime, and staffing requirements.
• Communicate real-time staffing concerns and updates to Operations leaders.
• Perform other duties as assigned by management.

Skills

Analytical skills

Communication skills

Problem-solving

Tools

MS Excel

EWFM

Aspect

IEX

Job description

Description

Support daily contact center operations by monitoring employee schedules, queue activity, and workforce performance. This role is ideal for CSR Agents who want to transition into a Workforce Management/Real-Time role. The successful candidate will monitor staffing and adherence, provide updates to Operations leaders, and help ensure employees are properly assigned to support customer service goals.

Duties & Responsibilities

• 
  

  Monitor employee schedules, attendance, adherence, and queue activity using workforce management tools.

  
  


• 
  

  Track inbound service levels, staffing requirements, and employee adherence to scheduled activities.

  
  


• 
  

  Analyze real-time and historical information to identify staffing or operational concerns and provide recommendations.

  
  


• 
  

  Prepare ad hoc reports related to employee adherence, schedules, and daily operations.

  
  


• 
  

  Assist with employee skilling and provide workforce data to ensure employees are assigned to the appropriate queue or line of business.

  
  


• 
  

  Coordinate with Workforce Management and Operations teams regarding VTO, overtime, out-of-seat activities, and staffing requirements.

  
  


• 
  

  Communicate real-time staffing concerns and updates to Operations leaders.

  
  


• 
  

  Perform other duties as assigned by management.

  
  

Qualifications

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  No prior Real-Time/Workforce Management experience required.

  
  


• 
  

  At least 6 months–1 year of Customer Service or Contact Center experience preferred.

  
  


• 
  

  CSR Agents with strong knowledge of call center operations, attendance, schedules, and performance metrics are encouraged to apply.

  
  


• 
  

  Basic knowledge of MS Excel or other reporting tools is an advantage.

  
  


• 
  

  Experience with EWFM, Aspect, IEX, or similar workforce management systems is preferred but not required.

  
  


• 
  

  Strong analytical, communication, and problem-solving skills.

  
  


• 
  

  Willingness to learn Workforce Management/Real-Time Monitoring processes.

  
  


• 
  

  Must be comfortable working in a fast-paced contact center environment.