Real-Time Workforce Optimizer

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

Benefits offered by this job

Competitive salary

Health benefits

Career development

Training programmes

Teamwork culture

Recognition programmes

Flexible scheduling

Company events

Job summary

Alorica Teleservices, Inc. is seeking a Workforce Real Time Associate to join our Cebu City team. In this full-time role you will monitor real-time workforce data, track service levels, and support scheduling to ensure optimal coverage and SLA adherence.

You will analyse metrics, communicate with team leads, and generate reports to identify trends and improvements. Proficiency in WFM tools and strong Excel skills are essential for success.

Qualifications

• Proven experience in a call centre environment with 1–2 years in workforce management, real-time management or a supervisory role.
• Strong analytical skills and ability to interpret data quickly to inform decisions.
• Excellent organisational and multitasking abilities to manage multiple priorities.
• Proficiency in workforce management software and tools, especially familiar with Aspect, NICE, Avaya or similar platforms.
• Outstanding written and verbal communication to liaise with team members at all levels.
• Attention to detail and accuracy in data entry and report generation.
• Understanding of KPIs and SLAs in call centre operations.
• Proficient in Microsoft Excel and related office tools.

Responsibilities

• Monitor and track real-time workforce data such as agent availability, call volumes and service levels throughout the shift.
• Identify staffing gaps and implement immediate solutions for adequate coverage and quality.
• Communicate with team leads to address workforce challenges and coordinate adjustments.
• Analyse workforce metrics and generate reports to identify trends and areas for improvement.
• Assist in scheduling and resource planning to optimise staffing across peak and off-peak periods.
• Maintain accurate records of workforce activities and real-time adjustments.
• Support the implementation of workforce management policies and procedures.
• Collaborate with QA and operations to ensure compliance with standards and client requirements.
• Provide administrative support to call centre operations as required.

Skills

Analytical skills

Excellent organisation

Multitasking

Communication skills

Problem-solving

KPI & SLA knowledge

Excel proficiency

Tools

Aspect

NICE

Avaya

Job description

Alorica Teleservices, Inc. is seeking a Workforce Real Time Associate to join our Cebu City team. In this full-time role you will monitor real-time workforce data, track service levels, and support scheduling to ensure optimal coverage and SLA adherence.

You will analyse metrics, communicate with team leads, and generate reports to identify trends and improvements. Proficiency in WFM tools and strong Excel skills are essential for success.