Real-Time Workforce Optimizer

Qualfon Philippines; Cebu City; On-site; PHP 468,720 - 714,240; Full time

Job summary

Qualfon Philippines is seeking a Specialist II, Workforce Management (Real Time Analyst) to monitor intraday staffing, adherence, and real-time performance. You will coordinate with Operations and WFM to optimize staffing and service delivery across sites.

The role requires strong analytical skills, attention to detail, and excellent communication to manage stakeholders at all levels. Experience with WFM systems and ACD tools is preferred.

Qualifications

• College graduate or completion of at least three (3) years of a related college course.
• Experience in Workforce Management, Real-Time Analysis, or similar operational support roles preferred.
• Knowledge of FTE projections and workforce calculations.
• Strong attention to detail and analytical skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Monitor and manage intraday staffing levels to meet operational requirements.
• Provide staffing updates to Operations at regular intervals throughout business hours.
• Monitor actual staffing against scheduled staffing plans.
• Manage staffing levels across multiple sites while considering skill and organizational requirements.
• Recommend and coordinate overtime opportunities to meet weekly FTE requirements.
• Monitor real-time agent states and adherence performance.
• Identify and address agent non-adherence issues.
• Generate and distribute schedule adherence alerts and reports.
• Monitor agent discretionary activities and approved work states.
• Manage auxiliary activities and schedule-related updates within workforce management systems.
• Conduct split/skill assignment audits at least twice daily.
• Validate skill assignments against workforce and operational plans.
• Process and accommodate split/skill change requests from Workforce Management teams.
• Complete special assignments and requests within established timelines.
• Ensure accuracy and completeness of workforce data and reports.
• Provide workforce-related information and analysis as requested by management.

Skills

Attention to detail

Analytical thinking

Stakeholder management

Communication skills

Data analysis

Education

College degree or related coursework

Tools

Avaya CMS Supervisor

ACD reporting tools

Verint

IEX

Blue Pumpkin

eWFM

Aspect

Impact 360

Job description

Qualfon Philippines is seeking a Specialist II, Workforce Management (Real Time Analyst) to monitor intraday staffing, adherence, and real-time performance. You will coordinate with Operations and WFM to optimize staffing and service delivery across sites.

The role requires strong analytical skills, attention to detail, and excellent communication to manage stakeholders at all levels. Experience with WFM systems and ACD tools is preferred.