💼 Full-Time Position

Associate WFM Specialist Cainta, Calabarzon

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Percepta
📍 Cainta, Calabarzon, Philippines
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Location
Cainta, 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

Summary

The Associate WFM Specialist supports the Workforce Management team in ensuring that the contact center consistently meets its service level targets. This role focuses on real‑time monitoring, workload distribution, communication of risks, and execution of actions that help maintain smooth 24/7 operations across all programs.

What you'll be doing:

1.Real-Time Performance Monitoring

·Monitor daily operational performance across multiple channels including:

oCalls

oChat

oEmail

oSocial media

oBack-office tasks

·Identify early signs of performance issues

·Recommend opportunities to improve service levels

  • Work Distribution Management

    • ·Ensure work is assigned efficiently based on demand

    ·Adjust agent skills, assignments, queues, or routing in real time

    ·Balance workload across teams, sites, and programs

  • Communication of Risks

    • ·Notify leaders ...