Workforce Real Time Associate | Clark | Open for CSRs/TSRs

About us

Alorica Teleservices, Inc. is a leading global customer service outsourcing company dedicated to delivering exceptional customer experiences through innovative solutions and a skilled workforce. With a commitment to excellence, we partner with world-class brands to provide comprehensive customer support services across multiple channels. Our mission is to empower our team members to succeed while helping our clients build lasting relationships with their customers.

About the role

We are seeking a Workforce Real Time Associate to join our dynamic team in Clark, Angeles City, Pampanga. This is a full-time position where you will play a crucial role in maintaining optimal workforce management and ensuring smooth operations across our call centre. As a Workforce Real Time Associate, you will be responsible for monitoring, analysing and managing real-time workforce metrics to support our Customer Service Representatives (CSRs) and Technical Support Representatives (TSRs). This position is integral to ensuring service level agreements are met, operational efficiency is maximised, and our team delivers outstanding customer service.

Key responsibilities

• Monitor and track real-time workforce data, including agent availability, call volumes and service levels throughout the shift
• Identify staffing gaps and implement immediate solutions to ensure adequate coverage and maintain service quality standards
• Communicate with team leads and supervisors to address workforce challenges and coordinate adjustments as needed
• Analyse workforce metrics and generate reports to identify trends, patterns and areas for improvement
• Assist in scheduling and resource planning to optimise staffing levels across peak and off-peak periods
• Maintain accurate records of workforce activities and real-time adjustments made during shifts
• Support the implementation of workforce management policies and procedures
• Collaborate with quality assurance and operations teams to ensure compliance with company standards and client requirements
• Provide administrative support to call centre operations as required

What we're looking for

• Proven experience in a call centre environment, with at least 1-2 years in workforce management, real-time management or a supervisory role
• Strong analytical skills with the ability to interpret data and make informed decisions quickly
• Excellent organisational and multitasking abilities to manage multiple priorities simultaneously
• Proficiency in workforce management software and tools (familiarity with systems such as Aspect, NICE, Avaya or similar platforms is advantageous)
• Outstanding communication skills, both written and verbal, to effectively liaise with team members at all levels
• High level of attention to detail and accuracy in data entry and report generation
• Problem-solving mindset with the ability to identify issues and implement timely solutions
• Knowledge of call centre operations, including understanding of key performance indicators (KPIs) and service level agreements (SLAs)
• Proficiency in Microsoft Office applications, particularly Excel
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Strong customer service orientation and commitment to maintaining professional standards
• Flexibility to work varied shifts, including early mornings, evenings and weekends as required by operational needs

What we offer

At Alorica Teleservices, Inc., we believe in investing in our employees' success and well-being. We offer a competitive benefits package that includes:

• Competitive salary and performance-based incentives
• Comprehensive health and wellness benefits
• Opportunities for professional development and career advancement within our organisation
• Training and skills development programmes to enhance your capabilities
• A supportive and collaborative work environment that values teamwork and innovation
• Employee recognition programmes to celebrate your achievements and contributions
• Work-life balance initiatives and flexible scheduling options where possible
• Access to company events and team-building activities

Apply now

If you are a detail-oriented professional with experience in workforce management and a passion for ensuring operational excellence in a call centre setting, we would like to hear from you. Please submit your CV, a cover letter detailing your relevant experience, and any certifications or qualifications in workforce management. Join Alorica Teleservices, Inc. and be part of a team committed to delivering outstanding customer service solutions.