Workforce Realtime Associate

Alorica Inc.; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Alorica Inc. in the Philippines is seeking CSR agents who want to transition into a Workforce Management/Real-Time role. You will monitor staff schedules, attendance, adherence, and queue activity to support customer service goals.

The role involves analyzing real-time and historical data, generating ad hoc reports, and coordinating with WFM and Operations teams on staffing needs. Basic Excel knowledge is an advantage and training is provided for those new to WFM.

Qualifications

• No prior Real-Time/Workforce Management experience required.
• 1 year of Customer Service or Contact Center experience preferred.
• CSR agents with knowledge of call center operations, attendance, schedules, and performance metrics welcome to apply.
• Basic knowledge of MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX or similar workforce management systems preferred but not required.

Responsibilities

• Monitor employee schedules, attendance, adherence, and queue activity using workforce management tools.
• Track inbound service levels, staffing requirements, and employee adherence to scheduled activities.
• Analyze real-time and historical information to identify staffing or operational concerns and provide recommendations.
• Prepare ad hoc reports related to employee adherence, schedules, and daily operations.
• Assist with employee skilling and provide workforce data to ensure employees are assigned to the appropriate queue or line of business.
• Coordinate with Workforce Management and Operations teams regarding VTO, overtime, out-of-seat activities, and staffing requirements.
• Communicate real-time staffing concerns and updates to Operations leaders.
• Perform other duties as assigned by management.

Skills

Customer service

Call center operations

Analytical skills

Communication skills

Tools

EWFM

Aspect

IEX

MS Excel

Job description

Description

Support daily contact center operations by monitoring employee schedules, queue activity, and workforce performance. This role is ideal for CSR Agents who want to transition into a Workforce Management/Real-Time role. The successful candidate will monitor staffing and adherence, provide updates to Operations leaders, and help ensure employees are properly assigned to support customer service goals.

Duties & Responsibilities

• Monitor employee schedules, attendance, adherence, and queue activity using workforce management tools.
• Track inbound service levels, staffing requirements, and employee adherence to scheduled activities.
• Analyze real-time and historical information to identify staffing or operational concerns and provide recommendations.
• Prepare ad hoc reports related to employee adherence, schedules, and daily operations.
• Assist with employee skilling and provide workforce data to ensure employees are assigned to the appropriate queue or line of business.
• Coordinate with Workforce Management and Operations teams regarding VTO, overtime, out-of-seat activities, and staffing requirements.
• Communicate real-time staffing concerns and updates to Operations leaders.
• Perform other duties as assigned by management.

Qualifications

• No prior Real-Time/Workforce Management experience required.
• 1 year of Customer Service or Contact Center experience preferred.
• CSR Agents with strong knowledge of call center operations, attendance, schedules, and performance metrics are encouraged to apply.
• Basic knowledge of MS Excel or other reporting tools is an advantage.
• Experience with EWFM, Aspect, IEX, or similar workforce management systems is preferred but not required.
• Strong analytical, communication, and problem-solving skills.
• Willingness to learn Workforce Management/Real-Time Monitoring processes.
• Must be comfortable working in a fast-paced contact center environment.

Recommended Qualification Line

If your goal is to actively attract CSR Agents, I would make this especially clear:

Open to CSR Agents with no prior Real-Time or Workforce Management experience. Candidates with strong contact center experience and a willingness to learn are encouraged to apply.