Real-Time Workforce Coordinator

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila, invites applicants for a Workforce Management/Real-Time Monitoring support role within the contact center operations.

The incumbent will monitor schedules, adherence, and queue activity to help align staffing with daily goals. The position emphasizes learning WM/Real-Time processes, with no prior WM experience required, and requires 6 months to 1 year in customer service or contact centers, plus basic Excel skills to support reporting and

Qualifications

• Analytical mindset with strong communication and problem-solving abilities.
• At least 6 months to 1 year of customer service or contact center experience preferred.
• Familiarity with call center metrics, attendance, schedules, and performance is a plus.
• Experience with MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX or similar workforce management systems is preferred but not required.

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 appropriately.
• Coordinate with Workforce Management and Operations on VTO, overtime, and staffing requirements.
• Communicate real-time staffing concerns and updates to Operations leaders.
• Perform other duties as assigned by management.

Skills

Analytical skills

Communication skills

Problem-solving

Tools

MS Excel

EWFM

Aspect

IEX

Job description

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila, invites applicants for a Workforce Management/Real-Time Monitoring support role within the contact center operations.

The incumbent will monitor schedules, adherence, and queue activity to help align staffing with daily goals. The position emphasizes learning WM/Real-Time processes, with no prior WM experience required, and requires 6 months to 1 year in customer service or contact centers, plus basic Excel skills to support reporting and