WFM RTA Supervisor

Keywords Studios


Date: 3 weeks ago
City: Pasig City
Salary: ₱520,000 - ₱650,000 per year
Contract type: Full time
The WFM RTA Supervisor will be responsible for managing and overseeing the Real Time Analyst (RTA) team and optimize workforce performance in real time.

Responsibilities:

  • Monitor real time agent performance, adherence and productivity
  • Continuously assess and refine real-time management process
  • Adjust schedules, breaks, and shift swaps based on real time requirements
  • Generate Real-time and historical reports on program performance
  • Analyze trends and suggest proactive WFM solutions
  • Ensure agents adhere to assigned shifts, breaks, and all offline activities
  • Handle emergency situations such as system outages, spike in volume, unplanned shrinkages or staffing shortages
  • Escalate critical workforce issues to management and suggest corrective actions
  • Act as bridge between WFM, operations and other support department
  • Implement strategies to minimize idle time and maximize productivity
  • Track volumes, queue and service levels to ensure day to day efficiency
  • Identify and resolve outliers from plotted schedules and plan
  • Coordinate with team lead to manage unplanned staffing issues
  • Maintain compliance with labor laws and company policies regarding work hours and schedules
  • Work with WFM teams to improve scheduling accuracy

Requirements

  • At least 3 years of Workforce Management or Real-Time monitoring in a contact center or similar environment
  • 1-2 years of supervisory experience
  • Knowledgeable on managing real-time adherence, intraday adjustments and service level performance
  • Strong understanding of contact center metrics (e.g., SLA, occupancy, adherence, shrinkage, forecasting, capacity plans)
  • Familiar with reporting dashboards, real-time monitoring tools and WFM systems
  • Experience handling crisis management and rapid response to real-time challenges
  • Advance experience with Excel and/or Google Sheet
  • Advance experience with PowerPoint
  • Excellent Technical Expertise and Problem-Solving Skill
  • Excellent communication and coordination skills to work with operations, and other support departments up to senior leadership
  • Flexibility with work schedule
  • Ability to work autonomously
  • Detail oriented and excellent time management skill

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

URGENT HIRING!! Customer Service Representative - Eastwood Libis Q.C

Millennium 1 Solutions, Pasig City
2 days ago
With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters. A Career at NTT...

Ads Sales Associate - Ortigas - Php 18-23k plus commission

Dempsey Resource Management, Pasig City
3 days ago
Minimum RequirementsGraduate of related courses in Advertising, Management, Marketing, and Media, IT and Software, etc.Must have an understanding of software applicationsExperience with B2B Sales is highly preferredKnowledge in SEOMust be able and willing to travel around Metro ManilaKey Roles Selling advertising products Prepare weekly Activity and Sales report Present products/services effectively Prepare proposals and Ad packages – more consistent in...

Multichannel Marketplace Specialist (w/ Amazon Experience)

Omni Channel Solutions, Pasig City
4 days ago
Omni Channel Solutions is seeking a highly analytical and results-driven Multichannel Marketplace Specialist to join our cross-functional team. This hybrid role is strategically positioned at the intersection of digital advertising, marketplace operations, and growth optimization. The successful candidate will be responsible for orchestrating comprehensive digital marketing initiatives while simultaneously driving operational efficiency across eCommerce platforms.Youll be executing paid media campaigns...