Real Time Coordinator (NICE US Based Client)
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Job Location:
Quezon City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
15-10-2025
Vacancies:
1 Vacancy
Department:
Job Summary
Employment Type: Full-Time Employment
Work Setup: Onsite onboarding for a two to four weeks followed by a transition to a remote setup.
Work Schedule: Night Shift (Following U.S. Eastern Time Zone - 6x a week)
Location: Eastwood Libis Quezon City
Salary Package: 50000 PHP to 80000 PHP/Monthly
Position Overview:
The Real Time Coordinator (RTC) in Workforce Management is responsible for real-time monitoring managing and communication of intraday contact center performance in support of organizational goals. This role ensures effective and efficient utilization of resources based on the understanding of key performance drivers.
Responsibilities:
- Monitor real-time performance of call volume staffing levels and agent adherence to ensure maximum performance is maintained
- Monitor live agent productivity and notify leadership when out of adherence
- Maintain schedule exeptions including attendance paid time off and other off-phone activities in a timely and accurate manner
- Provide intraday daily and weekly performance reporting to leadership
- Review and process voluntary time off/overtime (VTO/OT) requests in real-time as necessary
Competencies:
- Communications / Writing
- Customer Focus / Problem resolution
- Results Orientation / Sense of Urgency
- Change Mastery
- Integrity/Values
- Problem Solving and Decision Making
Job Requirements:
- High school diploma/GED required; Bachelors/ Associates degree preferred
- At least 5 years of work experience as a Real Time Coordinator/Analyst
- Knowledgeable in WFM tools
- Prior experience with NICE is required.
- Experience in Forecasting is a plus.
- Strong organizational planning critical thinking and time management skills
- Ability to work and respond with minimal direction and supervision
- Strong written and verbal communication skills
- Ability to handle multiple priorities in a fast-paced work environment
- Strong ability to build and demonstrate rapport with all stakeholders
- Entry level skills in MS Office (Excel Word Outlook)
- Ability to work flexible hours including nights weekends and holidays
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
Required Experience:
IC
Key Skills
- EAM
- Economics
- IT Business Analysis
- Information Security
- Android Development
About Company
: Work collaboratively with a team to ensure the complete and timely collection of medical records, billing information, and other materials collected on behalf of our customers (Law Offices).Qualifications as follows: Excellent Communication Skills (Oral and Written)Ability to exp
