2025 Workforce Management Gvpad – Rtm/wfm Representative Or Associate
Concentrix
Quezon City, Philippines
Real time management
Intraday performance management
Monitoring systems
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)
Job Summary
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.
The role requires reviewing agent availability to ensure that client service agreements are met and involves monitoring and resolving agent availability concerns via various communication channels.
Matching Summary
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).
Skills & Requirements
Must-have
Real Time Management
intraday performance management
monitoring systems
agent availability
inbound volume monitoring
trouble ticket coordination
Nice-to-have
goal achievement guidance
work process analysis
work under pressure
customer service support
Key Requirements
less than two years relevant experience
minimum one year call center experience
Ability to multi-task, prioritize, meet timelines
Excellent organizational skills
Strong attention to detail
Ability to coach and develop action plans
Proficient in Microsoft Office
Proficient in IEX, CMS or similar applications preferred