Real-Time WFM Lead: Elevate Contact Center Performance

Journeyfront, Inc.; Pasig; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Inclusive culture

Job summary

ClearSource is seeking a WFM Real Time Lead to head a team monitoring real-time contact center performance across multiple sites. You will drive adherence to service levels and develop standardized WFM reports to track KPIs.

The role requires 3–5 years in Workforce Management with intraday management experience, plus ownership of coaching and developing team members in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3–5 years in Workforce Management, with intraday monitoring experience.
• 1–2 years leading Real-Time Analysts or WFM staff.
• Experience driving service level, occupancy, adherence in real time across queues.
• Proficiency with WFM platforms (NICE IEX, Verint, Genesys, Avaya CMS, Calabrio).
• Advanced Excel skills and familiarity with Power BI or similar tools.

Responsibilities

• Lead real-time monitoring of contact center performance across queues and sites.
• Oversee intraday monitoring and adherence to service levels.
• Drive real-time capacity vs actual performance to hit targets.
• Communicate real-time changes to Operations and leadership.
• Develop standardized WFM reports and track KPIs (ASA, service levels, handling times, absenteeism).
• Build relationships with stakeholders across sites and support RTAs as needed.
• Coach and develop direct reports through performance reviews and learning opportunities.

Skills

Real-time monitoring

Team leadership

Stakeholder communication

Analytical thinking

Attention to detail

Education

Bachelor's degree in Business Administration/Statistics/Operations Management

Tools

Excel

Power BI

Job description

ClearSource is seeking a WFM Real Time Lead to head a team monitoring real-time contact center performance across multiple sites. You will drive adherence to service levels and develop standardized WFM reports to track KPIs.

The role requires 3–5 years in Workforce Management with intraday management experience, plus ownership of coaching and developing team members in a fast-paced environment.