SENIOR SPECIALIST, WORKFORCE MANAGEMENT

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

Main Objectives and Duties

• Generate schedules and perform staffing analysis using workforce management software and call volume history.
• Ensure call center resources are scheduled and utilized to provide optimum service levels across all skill groups.
• Identify and coordinate training needs (dates and time) for training strategies to meet call arrival patterns.
• Facilitate scheduling calls, prepare intraday staffing call analysis reports, and propose schedule changes.
• Publicize finalized shift bids, update valid schedule requests, and ensure agents have correct hours and rest days.
• Create intraday simulation reports, track late approvals, and maintain documentation for workforce scheduling data.
• Analyze staffing percentages, manage agent leave and shrinkage expectations, and assign skill sets accurately.
• Audit skill sets, support real‑time skilling concerns, and maintain documentation for IVR and routing changes.
• Research, recommend, and assist with call center technology implementation.

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 tools such as Verint, eWFM, IEX, Genesys.
• 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.