Senior Call Center Workforce Planner & Analytics

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

Job summary

Qualfon is seeking a workforce scheduler in Manila who will be responsible for generating schedules and performing staffing analysis using management software. The ideal candidate will have a Bachelor's Degree in a relevant field and 2–4 years of experience in workforce scheduling.

Responsibilities include ensuring optimum service levels, facilitating schedule calls, maintaining documentation, and supporting call center technology implementations.

Strong analytical, problem-solving, communication, and collaboration skills are essential for success in this role.

Qualifications

• Bachelor’s Degree in Business Administration, Accounting, Finance, Math or related field (or equivalent experience).
• 2–4 years of experience in workforce scheduling using relevant tools.
• Proficiency in workforce management software and strong analytical skills.
• Excellent problem solving, communication, and collaboration abilities.
• Experience handling agent leaves, skill set audits, and training coordination.
• Ability to analyze call center metrics and forecast staffing needs.

Responsibilities

• Generate schedules and analyze staffing using workforce management software.
• Ensure optimal service levels across all skill groups.
• Facilitate scheduling calls and staffing analysis reports.
• Maintain documentation for workforce scheduling data.
• Audit skill sets and address real-time skilling concerns.
• Assist with call center technology implementation.

Skills

Workforce management software proficiency

Analytical skills

Problem solving

Communication skills

Collaboration abilities

Education

Bachelor’s Degree in Business Administration, Accounting, Finance, or related field

Tools

Verint

eWFM

IEX

Genesys

Job description

Qualfon is seeking a workforce scheduler in Manila who will be responsible for generating schedules and performing staffing analysis using management software. The ideal candidate will have a Bachelor's Degree in a relevant field and 2–4 years of experience in workforce scheduling.

Responsibilities include ensuring optimum service levels, facilitating schedule calls, maintaining documentation, and supporting call center technology implementations.

Strong analytical, problem-solving, communication, and collaboration skills are essential for success in this role.