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

ALORICA TELESERVICES, INC.; Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a Workforce Management/Real-Time Monitor to support daily contact center operations in the Philippines. The role focuses on monitoring schedules, adherence, and queue activity to help Operations leaders meet customer service goals.

Ideal candidates have 1 year of CS/CC experience or strong CSR knowledge, with a willingness to learn WFM processes and basic Excel reporting. This position offers growth into real-time monitoring within a fast-paced environment.

Qualifications

• No prior Real-Time/Workforce Management experience required.
• 1 year of Customer Service or Contact Center experience preferred.
• CSR Agents with strong knowledge of call center operations, attendance, schedules, and performance metrics encouraged.
• Basic knowledge of MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX, or similar workforce management systems preferred but not required.

Responsibilities

• Monitor employee schedules, attendance, adherence, and queue activity using workforce management tools.
• Track inbound service levels, staffing requirements, and 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.

Skills

Call center operations

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

• No prior Real-Time/Workforce Management experience required.
• 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.

Recommended Qualification Line

If your goal is actively attract CSR Agents, I would make this especially clear:

Open to CSR Agents with no prior Real-Time or Workforce Management experience. Candidates with strong contact center experience and a willingness to learn are encouraged to apply.