Real-Time Workforce Manager — WFM/RTM Specialist

Concentrix; Quezon City; On-site; PHP 320,000 - 420,000; Full time

Job summary

Concentrix is seeking a Workforce Management GVPAD Associate/Representative to manage intraday performance for multiple programs, ensuring optimal staffing and agent availability in line with client expectations and Concentrix standards.

The role requires coordinating schedules, monitoring volumes, and escalating issues as needed while preparing availability reports and guiding agents toward performance goals.

Qualifications

• Bachelor's degree in related field with less than two years of relevant experience preferred
• Minimum one year experience in a call center required
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills
• Excellent organizational skills
• Strong attention to detail
• Ability to coach and develop action plans to maximize performance
• Proven ability to analyze and improve work processes and policies
• Excellent customer service/support skills, and ability to work well under pressure
• Proficient in Microsoft Office
• Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred

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

Multitasking

Time management

Communication

Customer service

Education

Bachelor's degree in related field

Tools

Microsoft Office

IEX

CMS

Job description

Concentrix is seeking a Workforce Management GVPAD Associate/Representative to manage intraday performance for multiple programs, ensuring optimal staffing and agent availability in line with client expectations and Concentrix standards.

The role requires coordinating schedules, monitoring volumes, and escalating issues as needed while preparing availability reports and guiding agents toward performance goals.