Work Force Management - Real Time Officer

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  • Graduate of any business related course
  • Workforce Management training or related experience is an advantage
  • Excellent proficiency with Microsoft Excel and Microsoft PowerPoint
  • Team player with strong analytical skills and multitasking skills
  • Can work under pressure and shifting schedule
  • Strong organizational skills
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Ability to work independently with minimal supervision
  • Capable of problem solving

Job Description:

  • Coordinates appropriate staffing allocation and availability of call centre staff in order to achieve service level objectives
  • Monitors site to ensure optimal staffing levels
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
  • Liaise with Contact Centre Managers, Customer Service Managers and SCSRs to exchange information as required
  • Monitor queue performance and Customer Experience in Real Time and implement appropriate contingencies based on key performance metrics including but not limited to:
    • Estimated Wait Time
    • Call Demand Forecast vs Actual
    • AHT Forecast vs Actual
    • Actual Wait Time and Average Speed of Answer
    • Staffing forecast vs required vs available
    • Adherence
    • Shrinkage and Sick Leave
  • Monitor and provide intraday hourly report to the operations/management.


We offer Temporary Work from Home Options for candidates with 10 Mbps Internet Connection Speed and a PC or Laptop running on Window 8 and above, Dual Core Processor, with 4GB RAM.

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