Workforce Realtime Management Representative

Concentrix Philippines; Cagayan de Oro; On-site; PHP 400,000 - 700,000; Full time

Job summary

Concentrix Philippines is seeking a Sr. Representative for Workforce Real-Time Management (RTM) to monitor and manage real-time performance, ensuring service levels are met.

You will work with Operations and WFM to assess staffing, adherence, and productivity, making timely recommendations to address gaps and risks. Responsibilities include tracking staffing, adherence, and variance, implementing RTM actions such as overtime or VTO, and preparing intraday reports.

Qualifications

• Bachelor's degree in a related field is preferred.
• 1+ year experience in Workforce Management or RTM in a BPO/contact center.
• Knowledge of WFM concepts: schedule adherence, occupancy, shrinkage, staffing.
• Advanced Excel skills (formulas, pivot tables, lookups).

Responsibilities

• Monitor real-time staffing levels, queue performance, service levels, and agent productivity.
• Track schedule adherence and attendance to ensure WFM standards.
• Identify intraday variances and communicate staffing adjustments.
• Collaborate to implement real-time staffing actions (overtime, VTO, shift extensions).
• Monitor call, chat, email, and back-office volumes and escalate risks as needed.
• Prepare and distribute intraday performance reports and alerts.
• Maintain workforce management systems and data accuracy.

Skills

Excel proficiency

Analytical thinking

Verbal & written communication

Multitasking

Attention to detail

Education

Bachelor's degree in Business Administration or related field

Tools

NICE IEX

NICE WFM

Verint Workforce Management

Aspect eWFM / Alvaria

Genesys Cloud

Avaya CMS

Calabrio Teleopti

Five9

Amazon Connect

Job description

The Sr. Representative, Workforce Real-Time Management (RTM) is responsible for monitoring and managing real-time operational performance to ensure service level objectives are achieved. The role partners closely with Operations and Workforce Management teams to monitor staffing levels, schedule adherence, agent productivity, and intraday performance, while providing timely recommendations to address staffing gaps and mitigate service level risks.

Key responsibilities

• Monitor real-time staffing levels, queue performance, service levels, and agent productivity across assigned programs
• Track schedule adherence, attendance, and auxiliary usage to ensure compliance with workforce management standards
• Identify and communicate intraday staffing variances, including overstaffed and understaffed situations
• Collaborate with Operations and Workforce Management teams to implement real-time staffing adjustments, such as overtime, voluntary time off (VTO), shift extensions, and off-phone activity management
• Monitor call, chat, email, or back-office volumes and elevate service level risks or operational issues as needed
• Prepare and distribute intraday performance reports, staffing updates, and operational alerts
• Analyze real-time trends and provide recommendations to improve schedule adherence and operational efficiency
• Maintain workforce management systems and ensure the accuracy of staffing and performance data
• Support daily operational reviews through the preparation of performance and stoich. staffing reports
• Escalate critical service level, staffing, or system issues to the appropriate stakeholders in a timely manner

About you

• Bachelor's degree in Business Administration, Mathematics, Statistics, Information Technology, or a related field preferred
• At least 1 yr of experience in Workforce Management, Real-Time Management, Reporting, or Operations Support in a BPO/contact center environment preferred
• Knowledge of workforce management concepts, including schedule adherence, service levels, occupancy, shrinkage, and staffing management
• Experience using workforce management and real-time monitoring tools such as: NICE IEX / NICE WFM, Verint Workforce Management, Aspect eWFM / Alvaria, Genesys Cloud, Avaya CMS, Cisco Contact Center, Calabrio Teleopti, Five9, or Amazon Connect is a plus.
• Advanced proficiency in Microsoft Excel, including formulas, pivot tables, lookups, and data analysis
• Strong analytical and problem-solving skills
• Ability to analyze real-time data and make recommendations to mitigate service level risks
• Strong verbal and written communication skills
• Excellent attention to detail and organizational skills
• Ability to multitask, prioritize competing business demands, and work effectively in a fast-paced environment
• Demonstrates professionalism, accountability, and a strong sense of urgency