💼 Full-Time Position

Associate, WFM Real Time Management

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Concentrix
📍 central visayas, central visayas, Philippines
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Location
central visayas, Philippines
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Posted
June 03, 2026
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Type
Full-Time
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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

Candidate Profile:

  • With at least 1 year of experience in WFM Real Time Management
  • Amenable to work onsite in Cebu site



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 time. You’ll f...