Job Title:

2025 Workforce Management GVPAD – RTM/WFM Representative or Associate

Job Description

This posting is for the RTA Opening in Cebu Arcenas.

The Real Time Management Associate/Representative is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Essential Functions/Core Responsibilities 

Distributes accurate and timely agent schedulesInputs intraday corrections and exceptions into systems for agent time off and absencesMonitors inbound volume for unusual activity to ensure staffing needs are metRecognize abnormal scheduling issues and escalate as necessaryInitiates and coordinates trouble tickets and escalate issues as requiredPrepares standard and ad hoc reports for agent availability effectivenessMonitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command centerReviews agent availability to ensure that client service agreements are met

   
Candidate Profile 

Bachelor's degree in related field with less than two years of relevant experience preferredMinimum one year experience in a call center requiredAbility to multi-task, prioritize, and meet timelines on deliverablesAbility to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skillsExcellent organizational skillsStrong attention to detailAbility to coach and develop action plans to maximize performanceProven ability to analyze and improve work processes and policiesExcellent customer service/support skills, and ability to work well under pressureProficient in Microsoft OfficeProficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred

Location:

PHL Quezon City - Tera Tower 1st Floor

Language Requirements:

Time Type:

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