Global WFM & QA Leader - Data-Driven Ops

Gratitude Philippines; Taguig; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

A global BPO company is seeking a Workforce & Quality Manager to lead workforce planning, quality assurance, and performance analytics in Taguig. The ideal candidate will have 5–8 years of experience in workforce management or operations analytics within a contact center environment. Key responsibilities include managing forecasting models, optimizing shift schedules, and developing quality frameworks. Expertise in WFM tools such as Verint, as well as strong analytical skills, are crucial for the role.

Qualifications

• 5–8 years of experience in workforce management or operations analytics within a BPO.
• Strong knowledge of WFM platforms like Verint and Amazon Connect Scheduler.
• Advanced analytical and modeling skills with expert Excel proficiency.
• Experience in performance optimization and data storytelling.

Responsibilities

• Design and manage forecasting models.
• Optimize shift strategies and schedules.
• Lead capacity planning across multiple programs.
• Develop quality assurance frameworks.
• Analyze quality trends against operational KPIs.
• Build dashboards with workforce and performance metrics.

Skills

Workforce Management (WFM)

Quality Management & Calibration

Performance Analytics & Reporting

Stakeholder & Client Management

Leadership & Strategic Influence

Operational & Financial Acumen

Tools

Verint

Amazon Connect Scheduler

Excel

Power BI

Tableau

Job description

A global BPO company is seeking a Workforce & Quality Manager to lead workforce planning, quality assurance, and performance analytics in Taguig. The ideal candidate will have 5–8 years of experience in workforce management or operations analytics within a contact center environment. Key responsibilities include managing forecasting models, optimizing shift schedules, and developing quality frameworks. Expertise in WFM tools such as Verint, as well as strong analytical skills, are crucial for the role.