Workforce Management Real Time Specialist

About the role

We are looking for a Workforce Management Real‑Time Specialist to join our team in Tatu City and support our Call Center operations. In this role you will monitor real‑time performance, ensure schedule adherence and optimise staffing levels to maintain service standards across all channels. The position requires strong analytical skills, attention to detail and the ability to respond quickly in a fast‑paced environment.

Key responsibilities

• Live‑monitor Contact Center queues, agent activities and daily staffing coverage.
• Monitor real‑time adherence to schedules and proactively address any areas of concern.
• Manage contact centre shrinkage and prepare reports on schedule adherence.
• Provide management with daily reports on workforce performance.
• Process schedule change requests and make informed recommendations based on current coverage needs.
• Administer user and group roles to support optimal contact centre performance.
• Maintain ongoing records of attendance incidents and analyse trends.
• Document workforce management procedures, implementation plans, rules and related programmes.
• Support the WFM and operations teams with real‑time insights and intraday adjustments.
• Perform additional duties as required.

Required profile

• Bachelor’s degree or Associate (AA) degree from an accredited institution.
• Minimum of 3 + years of workforce management experience in a large contact centre environment.
• Prior experience with workforce management platforms, especially Genesys PureCloud, is preferred.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Teams, Word, PowerPoint).
• Ability to work in a fast‑paced, dynamic environment with shifting priorities.
• Excellent attention to detail, strong analytical skills and the ability to manage multiple tasks effectively.
• Strong written and verbal communication skills.
• Proactive and self‑motivated, able to work both independently and collaboratively.

Required skills

• Genesys PureCloud
• Microsoft Outlook
• Microsoft Excel
• Microsoft Teams
• Microsoft Word
• Microsoft PowerPoint