Associate, Real-Time Management, WFM.
Resume:
CONTACT
Phone
************@*****.***
Taguig City. 1217
Address
EDUCATION
SKILLS
Microsoft Office
Communication
Active Listening
Analytical Thinking
Time Management
Attentiveness
Problem Solving
Proactive Workforce Management professional with expertise in optimizing contact center operations and ensuring seamless daily performance. Experienced in analyzing trends, supporting team members, and coordinating with leadership to prevent service disruptions. Strong communicator with a track record of improving efficiency, enhancing agent performance, and contributing to overall operational excellence.
ROB HERSY CABAZARES
Associate, Real-Time Management
WORK EXPERIENCE
Associate, Real-Time Analyst, 2025 - PRESENT
WFM
Concentrix
Real-Time Analyst, WFM 2024 - 2025
Concentrix
Managed real-time workforce operations to maintain service levels and operational targets. Analyzed call volume trends and made intraday staffing adjustments to address coverage gaps. Coordinated closely with operations and team leaders to manage queue performance, improve schedule adherence, and support efficient workforce utilization. Served as a point of support and guidance for other RTAs, while generating and analyzing reports to provide insights and recommendations for operational improvements.
Monitored real-time contact center performance to ensure service levels and operational KPIs were maintained. Tracked agent adherence and schedule compliance, monitored queue performance, and escalated service level risks to operations. Provided real-time updates and reports on call volume, staffing levels, and key metrics to support daily operations. Can you add something more about this.
Asian Institute of Maritime
Studies
Bachelor of Science in
Marine Transportation
2014 - 2017
2010 - 2014
Pateros Catholic School
High School Diploma
REFERENCE
***********@*****.***
Maria Nicole Briones
Phone:
Email :
***.******@*****.***
Yrl Justin Baleña
Phone:
Email :
Assisted Success Blended Account 2023 - 2024
Customer service professional experienced in delivering support aligned with contractual KPIs and organizational standards. Skilled in identifying customer needs, providing accurate resolutions using available resources and decision-support tools, and maintaining professional, empathetic communication. Proficient in documenting interactions, managing call-tracking systems and troubleshooting. Committed to improving customer satisfaction, operational efficiency, and identifying opportunities to recommend additional products or services.
AWARDS
Q1 Top Real Time Management
Top Real Time Management
Top RTA for March
Top RTA for June
Top Customer Service Representative
Top Agent for April
Top Agent for July
Top Agent for August
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