Real-Time Command Center Supervisor

Concentrix Philippines; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a Workforce Management Manager to lead a Real-time operations team within our Command Center. The role focuses on maintaining optimal labor utilization, cost control, and service levels across multiple sites, with a strong emphasis on data-driven decision making.

You will monitor call volumes and trends, coordinate with planning and scheduling, implement intraday processes, and drive continuous improvement.

Qualifications

• Bachelor's degree in related field; 2–4 years of relevant experience preferred.
• Understanding of the financial impact of decisions within WFM.
• Solution driven and results oriented mindset.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office tools.
• Ready to work in a dynamic 24x7 environment with international programs.

Responsibilities

• Oversee a Real-time team within the Command Center.
• Ensure cost control, labor utilization and service level targets are met.
• Monitor multiple sites, analyze call volumes and trends, adjust strategies.
• Manage labor utilization during low volume periods to maximize revenue.
• Lead business continuity and disaster recovery meetings.
• Develop SLAs with stakeholders for Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive execution.
• Establish intraday WFM processes supporting the program/client.
• Ensure consistent application of activities across centers.
• Measure program performance and drive improvement plans.
• Prepare dashboards and conduct review meetings with stakeholders.

Skills

WFM tools

IEX

eWFM

Avaya

Genesys

MS Office

Team leadership

Communication skills

Education

Bachelor's degree in related field

Tools

IEX

eWFM

Avaya

Genesys

Job description

Concentrix Philippines is seeking a Workforce Management Manager to lead a Real-time operations team within our Command Center. The role focuses on maintaining optimal labor utilization, cost control, and service levels across multiple sites, with a strong emphasis on data-driven decision making.

You will monitor call volumes and trends, coordinate with planning and scheduling, implement intraday processes, and drive continuous improvement.