Real-Time Workforce Manager – RTM/WFM (Rep/Associate)

Concentrix Philippines; Quezon City; On-site; PHP 420,000 - 650,000; Full time

Job summary

Concentrix Philippines is seeking a 2026 Workforce Management GVPAD – RTM/WFM Representative or Associate in Quezon City to manage intraday performance across multiple programs within the call center environment.

The role uses monitoring systems to ensure proper staffing and agent availability, meeting client expectations and Concentrix scheduling standards while coordinating schedules and issues with the center team.

Qualifications

• Bachelor's degree in a related field is preferred.
• Minimum one year experience in a call center.
• Ability to multi-task, prioritize, and meet timelines.
• Proven ability to analyze and improve work processes and policies.

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
• Recognize abnormal scheduling issues and elevate as necessary
• Initiates and coordinates trouble tickets and elevate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center
• Reviews agent availability to ensure that client service agreements are met

Skills

Multi-tasking

Organizational skills

Attention to detail

Coaching and development

Customer service

Negotiation

Communication skills

Problem solving

Education

Bachelor's degree in related field

Tools

Microsoft Office

IEX

CMS

Job description

Concentrix Philippines is seeking a 2026 Workforce Management GVPAD – RTM/WFM Representative or Associate in Quezon City to manage intraday performance across multiple programs within the call center environment.

The role uses monitoring systems to ensure proper staffing and agent availability, meeting client expectations and Concentrix scheduling standards while coordinating schedules and issues with the center team.