Unify CX seeks an extraordinary
WFM-RTA to join our motivated and ambitious team.
Role: WFM-RTA
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
What Will You Do
Key Responsibilities Real-Time Management
- Analyst is responsible for monitoring staffing level attainment at each interval.
- Understand the plan submitted by the Scheduling team to Customer and ensure 100% Adherence to the plan
- Predict the attainment for the day basis the trend in staffing patterns utilising Out of office and In office shrinkage for the day
- Plan for Real Time Trainings as needed by the customer
- Ability to Detect, Analyse and Alert, Escalate and resolve real time challenges proactively and take decisions to ensure staff alignment
- Manage Real Time Breaks/Meetings/Coaching/Trainings at the right time
- Real time coding's as per operations request (PTO, Sick, Absence etc.)
- Effective and Proactive communication with Internal Stake holders to correct the staffing alignment for the day
- Effective communication and alert to the external stakeholders (Clients and leadership team)
Job Experience & Qualifications -
- 3-5 years experience in Workforce management RTA role
- Minimum 1 Yr. of experience working in a Command Centre
- Experience working with a WFM Software (eWFM, Nice, Genesis etc..)
- Added advantage - experience in eWFM
- Knowledge on Scheduling activities with Basic skills of Scheduling
Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. 
