Job Description
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...
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