Associate, WFM Real Time Management

Candidate Profile:

• With at least 1 year of experience in WFM Real Time Management
• Amenable to work onsite in Bridgetowne, Quezon City

Core Responsibilities:

1. Intraday Monitoring & Service Level Management

• Real-Time Trackin g: Monitor live dashboards (like Verint, NICE IEX, or Genesys) to track queue health, average speed of answer (ASA), and service level agreements (SLA).
• Course Correctio n: When call volumes spike or staffing drops, you make the game-time decisions to pull people from offline activities (meetings/training) back to the phones.
• Bridge Managemen t: Lead or participate in Bridge calls with operations leadership to provide status updates during high-impact events or outages

2. Schedule Adherence & Optimization.

• Adherence Monitorin g: Ensure agents are logging in, taking breaks, and ending shifts on...