Real-Time Workforce Optimization Specialist

Concentrix Philippines; Cagayan de Oro; On-site; PHP 400,000 - 700,000; Full time

Job summary

Concentrix Philippines is seeking a Sr. Representative for Workforce Real-Time Management (RTM) to monitor and manage real-time performance, ensuring service levels are met.

You will work with Operations and WFM to assess staffing, adherence, and productivity, making timely recommendations to address gaps and risks. Responsibilities include tracking staffing, adherence, and variance, implementing RTM actions such as overtime or VTO, and preparing intraday reports.

Qualifications

• Bachelor's degree in a related field is preferred.
• 1+ year experience in Workforce Management or RTM in a BPO/contact center.
• Knowledge of WFM concepts: schedule adherence, occupancy, shrinkage, staffing.
• Advanced Excel skills (formulas, pivot tables, lookups).

Responsibilities

• Monitor real-time staffing levels, queue performance, service levels, and agent productivity.
• Track schedule adherence and attendance to ensure WFM standards.
• Identify intraday variances and communicate staffing adjustments.
• Collaborate to implement real-time staffing actions (overtime, VTO, shift extensions).
• Monitor call, chat, email, and back-office volumes and escalate risks as needed.
• Prepare and distribute intraday performance reports and alerts.
• Maintain workforce management systems and data accuracy.

Skills

Excel proficiency

Analytical thinking

Verbal & written communication

Multitasking

Attention to detail

Education

Bachelor's degree in Business Administration or related field

Tools

NICE IEX

NICE WFM

Verint Workforce Management

Aspect eWFM / Alvaria

Genesys Cloud

Avaya CMS

Calabrio Teleopti

Five9

Amazon Connect

Job description

Concentrix Philippines is seeking a Sr. Representative for Workforce Real-Time Management (RTM) to monitor and manage real-time performance, ensuring service levels are met.

You will work with Operations and WFM to assess staffing, adherence, and productivity, making timely recommendations to address gaps and risks. Responsibilities include tracking staffing, adherence, and variance, implementing RTM actions such as overtime or VTO, and preparing intraday reports.