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