Real-Time Workforce Associate: CSR-to-WFM Transition

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 335,000 - 580,000; Full time

Job summary

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila seeks a CSR with interest in transitioning to Workforce Management and Real-Time Monitoring. You will monitor schedules, adherence, and queue activity to support staffing goals and operational performance.

The ideal candidate has at least 1 year in customer service or a call center, strong analytical and communication skills, and a willingness to learn WFM processes in a fast-paced environment.

Qualifications

• No prior Real-Time/Workforce Management experience required.
• At least 1 year of Customer Service or Contact Center experience preferred.
• CSR Agents with strong knowledge of call center operations, attendance, schedules, and performance metrics are 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

Customer Service

Analytical skills

Communication skills

Problem-solving

EWFM

Aspect

IEX

MS Excel

Tools

MS Excel

EWFM

Aspect

IEX

Job description

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila seeks a CSR with interest in transitioning to Workforce Management and Real-Time Monitoring. You will monitor schedules, adherence, and queue activity to support staffing goals and operational performance.

The ideal candidate has at least 1 year in customer service or a call center, strong analytical and communication skills, and a willingness to learn WFM processes in a fast-paced environment.