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RTM/WFM Performance Manager

3 weeks ago

Pasig, National Capital Region, Philippines Minacs Full time

Job Title: RTM/WFM Performance Manager

This role is for an experienced professional to oversee the intraday performance of multiple programs or lines of business at one or more Call Centers. The ideal candidate will utilize monitoring systems to ensure appropriate staffing levels and agent availability meet client expectations and Concentrix scheduling standards.

  • Distributes accurate and timely agent schedules to optimize service delivery and minimize costs
  • Monitors inbound volume for unusual activity and adjusts staffing needs accordingly
  • Recognizes abnormal scheduling issues and escalates as necessary to prevent service degradation

Candidate Profile:

  • Bachelor's degree in related field with less than two years of relevant experience preferred
  • Minimum one year experience in a call center required, preferably in a leadership or supervisory role
  • Excellent organizational skills, strong attention to detail, and ability to analyze and improve work processes
  • Proven ability to motivate and develop team members to achieve high-performance goals