Head of Workforce Planning & Scheduling

Qualfon Philippines; Manila; On-site; PHP 334,800 - 558,000; Full time

Job summary

Qualfon Philippines in Metro Manila is seeking a Workforce Management Specialist responsible for ensuring optimal staffing and scheduling across various sites. You will analyze performance, resolve scheduling conflicts, and support project management initiatives.

The ideal candidate should possess a Bachelor's Degree in Statistics, Mathematics, or Engineering, along with 4 to 5 years of relevant experience, including supervisory roles. Knowledge of Queue Theory and proficiency in tools like Avaya and Verint are essential.

Qualifications

• 4 to 5 years related work experience in the Call Center industry.
• At least 2 years experience in a supervisory capacity.
• Knowledge of Queue Theory.

Responsibilities

• Manage real-time operational performance for all sites.
• Ensure optimal staffing to meet client service level agreements.
• Resolve scheduling conflicts and special requests.

Skills

Statistical analysis

Project management

Staffing and scheduling

Communication

Queue theory knowledge

Education

Bachelor's Degree in Statistics, Mathematics, or Engineering

Tools

Avaya

CMS

Verint

Job description

Qualfon Philippines in Metro Manila is seeking a Workforce Management Specialist responsible for ensuring optimal staffing and scheduling across various sites. You will analyze performance, resolve scheduling conflicts, and support project management initiatives.

The ideal candidate should possess a Bachelor's Degree in Statistics, Mathematics, or Engineering, along with 4 to 5 years of relevant experience, including supervisory roles. Knowledge of Queue Theory and proficiency in tools like Avaya and Verint are essential.