WFM Real Time Lead

Journeyfront, Inc.; Pasig; Hybrid; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Inclusive culture

Job summary

ClearSource is seeking a WFM Real Time Lead to head a team monitoring real-time contact center performance across multiple sites. You will drive adherence to service levels and develop standardized WFM reports to track KPIs.

The role requires 3–5 years in Workforce Management with intraday management experience, plus ownership of coaching and developing team members in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3–5 years in Workforce Management, with intraday monitoring experience.
• 1–2 years leading Real-Time Analysts or WFM staff.
• Experience driving service level, occupancy, adherence in real time across queues.
• Proficiency with WFM platforms (NICE IEX, Verint, Genesys, Avaya CMS, Calabrio).
• Advanced Excel skills and familiarity with Power BI or similar tools.

Responsibilities

• Lead real-time monitoring of contact center performance across queues and sites.
• Oversee intraday monitoring and adherence to service levels.
• Drive real-time capacity vs actual performance to hit targets.
• Communicate real-time changes to Operations and leadership.
• Develop standardized WFM reports and track KPIs (ASA, service levels, handling times, absenteeism).
• Build relationships with stakeholders across sites and support RTAs as needed.
• Coach and develop direct reports through performance reviews and learning opportunities.

Skills

Real-time monitoring

Team leadership

Stakeholder communication

Analytical thinking

Attention to detail

Education

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

Tools

Excel

Power BI

Job description

Are you analytical, proactive, and passionate about driving real-time operational excellence in a fast-paced contact center environment? We're looking for a WFM Real Time Lead who thrives on solving problems, leading a team, and keeping performance on track to meet client targets.

In this role, you will lead a team responsible for real-time monitoring of contact center performance, driving adherence and service levels across all queues and sites. You'll communicate real-time changes and call-outs to Operations, develop standardized WFM reports to track key performance indicators, and build strong relationships with stakeholders across the business. Your ability to coach and develop your team, stay calm under pressure, and act quickly on emerging trends will be key to achieving both long- and short-term WFM strategy goals.

What will you do as anWFM Real Time Lead

• Lead a team responsible for real-time monitoring of ClearSource contact center employees.
• Conduct intraday real-time monitoring of service levels across all queues and agent performance for all teams and sites.
• Drive real-time adherence, comparing expected capacity against actual performance to achieve service level and efficiency metric goals.
• Communicate and escal… changes in incoming contact patterns to Operations, maintaining real-time communication with the Workforce Manager and Operations Leads for necessary call-outs or adjustments.
• Develop standardized WFM reports across CS programs and analyze key performance indicators, including ASA, service levels, handling times, and absenteeism.
• Build and maintain strong relationships with key stakeholders across all sites to ensure shared objectives are met, providing support to RTAs as needed.
• Manage and develop the performance of direct reports through coaching, performance reviews, and initiating learning and career development opportunities.

What We're Looking For

• 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.

What We Offer

ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success.
We also offer:

AtClearSource, our mission is simple:Making Lives Better—for our employees, our clients, and their customers. Our culture is built ona strong foundationofcore valuesthat shape everything we do:

• Customer First– We are obsessed with delivering an exceptional customer experience.
• Personal Accountability– We do the right thing and own our actions.
• Humble Courage– We embrace feedback, seek growth, and push ourselves to improve.
• Hungry– We bring passion, energy, and drive to everything we do.
• Happy & Healthy– We believe in balance, well-being, and a positive workplace.

If these valuesresonate with you, this is your chance tojoin a fast-growing, high-performing team!