Workforce Real Time Associate (Open to CSRs/TSRs)

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

About the role

We are seeking a Workforce Real Time Associate to join our dynamic team in Cebu City, Cebu. This is a full-time position where you will play a crucial role in maintaining optimal workforce management and ensuring smooth operations across our call centre. As a Workforce Real Time Associate, you will be responsible for monitoring, analysing and managing real-time workforce metrics to support our Customer Service Representatives (CSRs) and Technical Support Representatives (TSRs). This position is integral to ensuring service level agreements are met, operational efficiency is maximised, and our team delivers outstanding customer service.

Key responsibilities

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

About you

• Proven experience in a call centre environment, with at least 1-2 years in workforce management, real-time management or a supervisory role
• Strong analytical skills with the ability to interpret data and make informed decisions quickly
• Excellent organisational and multitasking abilities to manage multiple priorities simultaneously
• Proficiency in workforce management software and tools (familiarity with systems such as Aspect, NICE, Avaya or similar platforms is advantageous)
• Outstanding communication skills, both written and verbal, to effectively liaise with team members at all levels
• High level of attention to detail and accuracy in data entry and report generation
• Problem-solving mindset with the ability to identify issues and implement timely solutions
• Knowledge of call centre operations, including understanding of key performance indicators (KPIs) and service level agreements (SLAs)
• Proficiency in Microsoft Office applications, particularly Excel
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health and wellness benefits
• Opportunities for professional development and career advancement within our organisation
• Training and skills development programmes to enhance your capabilities
• A supportive and collaborative work environment that values teamwork and innovation
• Employee recognition programmes to celebrate your achievements and contributions
• Work-life balance initiatives and flexible scheduling options where possible
• Access to company events and team-building activities

About us

At Alorica Teleservices, Inc., we believe in investing in our employees' success and well-being.