Real-Time Workforce Monitor & Scheduling Specialist

ALORICA TELESERVICES, INC.; Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a Workforce Management/Real-Time Monitor to support daily contact center operations in the Philippines. The role focuses on monitoring schedules, adherence, and queue activity to help Operations leaders meet customer service goals.

Ideal candidates have 1 year of CS/CC experience or strong CSR knowledge, with a willingness to learn WFM processes and basic Excel reporting. This position offers growth into real-time monitoring within a fast-paced environment.

Qualifications

• No prior Real-Time/Workforce Management experience required.
• 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.
• Basic knowledge of MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX, or similar workforce management systems preferred but not required.

Responsibilities

• Monitor employee schedules, attendance, adherence, and queue activity using workforce management tools.
• Track inbound service levels, staffing requirements, and 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

Call center operations

Analytical skills

Communication skills

Problem-solving

Tools

MS Excel

EWFM

Aspect

IEX

Job description

ALORICA TELESERVICES, INC. is seeking a Workforce Management/Real-Time Monitor to support daily contact center operations in the Philippines. The role focuses on monitoring schedules, adherence, and queue activity to help Operations leaders meet customer service goals.

Ideal candidates have 1 year of CS/CC experience or strong CSR knowledge, with a willingness to learn WFM processes and basic Excel reporting. This position offers growth into real-time monitoring within a fast-paced environment.