Global WFM & Quality Leader for BPO Ops

Recruitify_HR; Taguig; On-site; PHP 60,000 - 90,000; Full time

Job summary

A leading BPO company in the Philippines seeks an experienced Workforce & Quality Manager to enhance staffing and improve operational efficiency. The candidate will manage workforce planning, quality assurance, and performance analytics while utilizing tools such as Verint and Excel. A minimum of five years of relevant experience is required, along with strong skills in data analysis and stakeholder management. This role is crucial for optimizing staffing strategies and delivering performance insights to leadership.

Qualifications

• 5+ years of experience in workforce management or QA in a BPO or contact center environment.
• Strong working knowledge of WFM tools like Verint or Amazon Connect Scheduler.
• Expert-level proficiency in data analytics and Excel.

Responsibilities

• Design forecasting models aligned with historical trends and volume drivers.
• Optimize workforce strategies using advanced analytical tools.
• Develop quality assurance frameworks and analyze quality trends.

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 leading BPO company in the Philippines seeks an experienced Workforce & Quality Manager to enhance staffing and improve operational efficiency. The candidate will manage workforce planning, quality assurance, and performance analytics while utilizing tools such as Verint and Excel. A minimum of five years of relevant experience is required, along with strong skills in data analysis and stakeholder management. This role is crucial for optimizing staffing strategies and delivering performance insights to leadership.