Real-Time WFM Pro (RTM) - Scheduling & Analytics

Concentrix; Caloocan; On-site; PHP 420,000 - 650,000; Full time

Job summary

Concentrix is seeking a 2026 Workforce Management GVPAD – RTM/WFM Representative or Associate to oversee intraday performance across multiple programs at one or more Call Center locations in Cebu Arcenas. You will monitor staffing levels, adjust schedules, and escalate issues to ensure client service levels are met in a fast-paced environment.

A bachelor’s degree and call center experience are preferred, along with strong multitasking and proficiency in Microsoft Office and scheduling tools like

Qualifications

• Bachelor’s degree in a related field, with less than two years of relevant experience preferred.
• Minimum one year experience in a call center required.
• Strong multitasking, prioritization and timeliness to meet deliverables.
• Ability to coach individuals toward goal achievement using collaboration and development skills.
• Excellent organizational skills and attention to detail.
• Proven ability to analyze and improve work processes and policies.
• Proficient in Microsoft Office and scheduling tools.

Responsibilities

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections and exceptions into systems for agent time off and absences.
• Monitors inbound volume for unusual activity to ensure staffing needs are met.
• Recognizes abnormal scheduling issues and escalates as necessary.
• Initiates and coordinates trouble tickets and escalation issues as required.
• Prepares standard and ad hoc reports for agent availability effectiveness.
• Monitors and resolves agent availability concerns via various communication channels.
• Reviews agent availability to ensure client service agreements are met.

Skills

Multitasking

Customer service

Organizational skills

Attention to detail

Coaching and development

Analytical

Time management

Communication

Education

Bachelor's degree in related field

Tools

Microsoft Office

IEX

CMS

Job description

Concentrix is seeking a 2026 Workforce Management GVPAD – RTM/WFM Representative or Associate to oversee intraday performance across multiple programs at one or more Call Center locations in Cebu Arcenas. You will monitor staffing levels, adjust schedules, and escalate issues to ensure client service levels are met in a fast-paced environment.

A bachelor’s degree and call center experience are preferred, along with strong multitasking and proficiency in Microsoft Office and scheduling tools like