Real-Time Workforce Associate | CSR to WFM

ALORICA TELESERVICES, INC.; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

ALORICA TELESERVICES, INC. in the Philippines is hiring an individual to 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, with opportunities to

Qualifications

• 6–12 months to 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 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.

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.

Skills

Analytical skills

Communication

Problem-solving

Tools

MS Excel

Reporting tools

Job description

ALORICA TELESERVICES, INC. in the Philippines is hiring an individual to 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, with opportunities to