Real-Time WFM Lead - Multi-Site Contact Center

ClearSourceBPO; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ClearSourceBPO is seeking a WFM Real Time Lead to drive intraday monitoring, planning, and optimization of the workforce across multiple sites. You will oversee a team, analyze service levels, and coordinate with Operations to maintain optimal staffing and performance.

The role emphasizes strong analytics, KPI ownership, and proactive communication with stakeholders, while coaching RTA staff and promoting continuous improvement.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience in Workforce Management with intraday monitoring across multi-site programs.
• 1–2 years of experience leading or supervising RTAs or WFM staff.
• Strong knowledge of contact center KPIs and real-time performance.
• Proficiency with WFM platforms and advanced Excel; Power BI is a plus.

Responsibilities

• Lead a team responsible for real-time monitoring of ClearSource contact center employees.
• Conduct intraday real-time monitoring of service levels and agent performance across sites.
• Drive real-time adherence to capacity versus performance to meet service levels.
• Communicate changes to incoming contact patterns to Operations and RTAs.
• Develop a standard WFM report and analyze KPIs (ASA, service levels, handling times, absenteeism).
• Build relationships with stakeholders across sites and programs.
• Coach and develop direct reports with performance reviews and learning opportunities.

Skills

WFM real-time

Leadership

Analytical thinking

Advanced Excel

Power BI

KPI tracking

Communication

Stakeholder management

Education

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

Tools

NICE IEX

Verint

Genesys

Avaya CMS

Calabrio

Job description

ClearSourceBPO is seeking a WFM Real Time Lead to drive intraday monitoring, planning, and optimization of the workforce across multiple sites. You will oversee a team, analyze service levels, and coordinate with Operations to maintain optimal staffing and performance.

The role emphasizes strong analytics, KPI ownership, and proactive communication with stakeholders, while coaching RTA staff and promoting continuous improvement.