Sr. Representative, WFM Real Time Management
Metro Manila
As a Senior Real-Time Management (RTM) and Workforce Management (WFM) Specialist, I specialize in balancing service-level goals with operational efficiency. My expertise spans intraday monitoring, accurate real-time schedule adherence, tactical dynamic rostering, and actionable performance reporting. By proactively identifying queue trends, managing shrinkages, and aligning staff coverage with fluctuating demand, I ensure seamless daily operations, minimized agent burnout, and consistent achievement of target KPIs across all channels.
Concentrix, full_time
Sep 2011 to Present
- Monitored real-time call volumes, SLAs, and occupancy across multi-channel queues to make dynamic intraday adjustments. - Managed schedule adherence, agent state transitions, and unplanned shrinkage to optimize staffing levels. - Led quarterly shift bidding, tactical rostering, and schedule distribution for over 300+ agents. - Designed and delivered daily, weekly, and monthly operational performance reports to senior leadership. - Created optimized shift rosters aligning agent availability with forecasted contact volumes. - Tracked planned versus actual shrinkage (PTO, training, meetings) to prevent coverage gaps.