RTA WFM Lead

ClearSourceBPO; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ClearSourceBPO is seeking a WFM Real Time Lead to drive intraday monitoring, planning, and optimization of the workforce across multiple sites. You will oversee a team, analyze service levels, and coordinate with Operations to maintain optimal staffing and performance.

The role emphasizes strong analytics, KPI ownership, and proactive communication with stakeholders, while coaching RTA staff and promoting continuous improvement.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience in Workforce Management with intraday monitoring across multi-site programs.
• 1–2 years of experience leading or supervising RTAs or WFM staff.
• Strong knowledge of contact center KPIs and real-time performance.
• Proficiency with WFM platforms and advanced Excel; Power BI is a plus.

Responsibilities

• Lead a team responsible for real-time monitoring of ClearSource contact center employees.
• Conduct intraday real-time monitoring of service levels and agent performance across sites.
• Drive real-time adherence to capacity versus performance to meet service levels.
• Communicate changes to incoming contact patterns to Operations and RTAs.
• Develop a standard WFM report and analyze KPIs (ASA, service levels, handling times, absenteeism).
• Build relationships with stakeholders across sites and programs.
• Coach and develop direct reports with performance reviews and learning opportunities.

Skills

WFM real-time

Leadership

Analytical thinking

Advanced Excel

Power BI

KPI tracking

Communication

Stakeholder management

Education

Bachelor's degree in Business Administration/Statistics/Operations Management

Tools

NICE IEX

Verint

Genesys

Avaya CMS

Calabrio

Job description

About the role

The WFM Real Time Lead works closely with Operations to drive the analysis, problem-solving, and planning of the overall WFM strategy including long and short-term planning and looking at improvement opportunities to meet client targets.

Key responsibilities

• Lead a team of individuals responsible for real-time monitoring of ClearSource contact center employees
• Conduct intraday real-time monitoring of service levels for all queues and agent performance from all teams at all sites
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to Operations and have real-time communication with the Workforce Manager and Operations Leads when call outs or changes need to be done
• Develop a standard WFM report across CS programs and analyze ongoing key performance indicators to include ASA, service levels, handling times, absenteeism, etc.
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met and provide assistance to RTAs as needed
• Manage and develop the performance of direct reports including coaching and performance reviews, and initiate learning and career opportunities among the group

About you

• Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field, or equivalent professional experience
• At least 3-5 years of experience in Workforce Management, with a strong focus on real-time monitoring/intraday management, preferably across a multi-site or multi-program BPO/contact center environment
• At least 1-2 years of experience leading or supervising a team of Real-Time Analysts (RTAs) or similar WFM staff, including coaching and performance management
• Demonstrated experience monitoring and driving service level, occupancy, adherence, and other efficiency metrics in real time across multiple queues and programs
• Proficiency with WFM and real-time monitoring platforms (e.g., NICE IEX, Verint, Genesys, Avaya CMS, Calabrio, or similar)
• Advanced Excel skills (pivot tables, formulas, dashboards); familiarity with Power BI or similar reporting tools is a plus
• Strong working knowledge of contact center KPIs, including ASA, service level, AHT, occupancy, adherence, and absenteeism
• Strong analytical and problem-solving skills, with the ability to interpret real-time data quickly and recommend corrective action
• Excellent verbal and written communication skills, with the ability to clearly and promptly elevate issues to Operations and Workforce leadership
• Proven stakeholder management skills, with the ability to build and maintain relationships across multiple sites and teams