Real-Time Workforce Optimization Associate

Concentrix Philippines; Philippines; On-site; PHP 320,000 - 450,000; Full time

Job summary

Concentrix Philippines is seeking an Associate, Workforce Real-Time Management (RTM) to monitor and manage real-time performance, ensuring service levels. You will partner with Operations and Workforce Management to track staffing, adherence, productivity, and intraday trends.

You will analyze data, prepare intraday reports, and implement quick staffing adjustments such as overtime or VTO, while maintaining data accuracy in WFM systems.

Qualifications

• Bachelor’s degree preferred in Business Admin, Math, Stats, IT, or related field.
• 1+ year in Workforce Management, Real-Time Management, Reporting, or Operations Support in a BPO/contact center.
• Knowledge of WFM concepts: schedule adherence, service levels, occupancy, shrinkage, staffing management.

Responsibilities

• Monitor real-time staffing levels, queue performance, service levels, and agent productivity across assigned programs.
• Track schedule adherence, attendance, and auxiliary usage to ensure compliance with workforce management standards.
• Identify and communicate intraday staffing variances, including overstaffed and understaffed situations.
• Collaborate with Operations and WFM teams to implement real-time staffing adjustments (overtime, VTO, shift extensions, off-phone activity).
• Monitor call, chat, email, or back-office volumes and elevate service level risks or operational issues as needed.
• Prepare and distribute intraday performance reports, staffing updates, and operational alerts.
• Analyze real-time trends and provide recommendations to improve schedule adherence and efficiency.
• Maintain workforce management systems and ensure data accuracy.

Skills

Analytical thinking

Communication skills

Multitasking

Attention to detail

Education

Bachelor’s degree in Business Administration/related field

Tools

Excel advanced (formulas, pivots, lookups)

NICE IEX / NICE WFM

Job description

Concentrix Philippines is seeking an Associate, Workforce Real-Time Management (RTM) to monitor and manage real-time performance, ensuring service levels. You will partner with Operations and Workforce Management to track staffing, adherence, productivity, and intraday trends.

You will analyze data, prepare intraday reports, and implement quick staffing adjustments such as overtime or VTO, while maintaining data accuracy in WFM systems.