Associate, WFM Real Time Management

Overview

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

Core Responsibilities

• Real-Time Tracking : Monitor live dashboards (like Verint, NICE IEX, or Genesys) to track queue health, average speed of answer (ASA), and service level agreements (SLA).
• Course Correction : 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 Management : Lead or participate in Bridge calls with operations leadership to provide status updates during high-impact events or outages

Incident & Crisis Management

• Outage Coordination : Act as the point of contact when tools go down. You’ll coordinate with IT and reroute traffic to different sites or queues if necessary
• Threshold Alerts : Trigger All Hands on Dec...