2026 Workforce Management GVPAD – RTM/WFM Representative

About The Role

Job Title

2026 Workforce Management GVPAD – RTM/WFM Representative or Associate

Job Description

This posting is for the RTA Opening in Cebu Arcenas.

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.

Essential Functions/Core Responsibilities

Distributes accurate and timely agent schedules
Inputs intraday corrections and exceptions into systems for agent time off and absences
Monitors inbound volume for unusual activity to ensure staffing needs are met
Recognize abnormal scheduling issues and escalate as necessary
Initiates and coordinates trouble tickets and escalate issues as required
Prepares standard and ad hoc reports for agent availability effectiveness
Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center
Reviews agent availability to ensure that client service agreements are met

Candidate Profile

Bachelor's degree in related field with less than two years of relevant experience preferred
Minimum one year experience in a call center required
Ability to multi-task, prioritize, and meet timelines on deliverables
Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills
Excellent organizational skills
Strong attention to detail
Ability to coach and develop action plans to maximize performance
Proven ability to analyze and improve work processes and policies
Excellent customer service/support skills, and ability to work well under pressure
Proficient in Microsoft Office
Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred