SENIOR SPECIALIST, WORKFORCE MANAGEMENT

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

Job summary

Qualfon Philippines is seeking a professional to oversee schedule generation and staffing analysis, ensuring optimum service levels through effective workforce management. The candidate will use workforce management software for staffing projections and analyze call center performance metrics.

The ideal applicant holds a Bachelor's degree or equivalent experience and has 2-4 years in a similar role. Familiarity with scheduling software like Verint, eWFM, and Genesys is preferred. This role requires critical thinking and problem-solving skills.

Qualifications

• Bachelor’s degree in relevant field or equivalent work experience.
• 2-4 years of experience may substitute for education.
• Experience with scheduling software such as Verint, IEX, or Genesys.

Responsibilities

• Generate schedules and conduct staffing analysis.
• Facilitate staffing calls and manage schedule changes.
• Utilize workforce scheduling tools and create reports.
• Analyze trends and manage agent leaves.
• Conduct skill set audits for agents.

Skills

Workforce management software proficiency

Scheduling software experience

Critical thinking

Data analysis

Problem solving

Education

Bachelor’s Degree in Business Administration, Accounting, Finance, or Math

Tools

Verint

eWFM

IEX

Genesys

Job description

OVERVIEW

1. Schedule Generation and staffing analysis. Uses workforce management software and call volume history to manage intra‑day staffing levels. Ensures call center resources are scheduled and utilized to provide optimum service levels in all skill groups. Identifies and coordinates training needs (dates and time) for training strategies to meet call arrival patterns and creates minimal variance in associate occupancy (workload) rate. Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.
2. Facilitates Staffing Calls. Prepares intraday staffing call analysis report. Proposes schedule changes to address staffing needs. Addresses and provides possible solutions to concerns and requests by Operations Partners. Ensures minutes of the call are sent to all participants.
3. Schedule Management. Publishes schedules from the finalized shift bids. Updates all valid schedule requests. Ensures all agents have correct number of hours and rest days. Sends out notification to email concerns of the initial and finalized schedules. Creates report/tracker of any late approved and requests for documentation. Creates monthly shift bids and distributes to Operations. Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clients.
4. Workforce Scheduling Tool Utilization and Maintenance. Ensures all schedules are run through the scheduling tool. Creates intraday analysis and simulations on the schedules plotted on the tool. Updates schedules to ensure proper staffing. Ensures that Workforce scheduling data is aligned in published schedules on all media.
5. Trend Analysis. Uses workforce management software and call volume history to help manage intra‑day staffing levels. Recognizes and interprets trends and analyzes intraday call forecasts and communicates to management team providing commentary to assist supervisors and managers in meeting daily/weekly goals. Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.
6. Manage Agent Leaves. Computes staffing percentages to identify correct VL allocation per day without compromising expected revenue numbers. Coordinates and projects shrinkage expectations. Identifies correct VL allocation per group. Sends out list of VL approval to operations team.
7. Avaya Skill Set Audit. Audits skill sets for all agents that access CMS. Ensures correct skill set and priorities are assigned to all agents. Makes discrepancy report on skill set. Requests correction to CMS Admin. Assists Real‑time team on skilling concerns. Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified. Researches, recommends, and assists with the implementation of call center technology.

RESPONSIBILITIES

• Documentation and Reports
• Data Collection, Integrity and Analysis
• Critical Thinking
• Workforce Management
• Problem Solving

QUALIFICATIONS

• Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience.
• 2-4 years considered an acceptable substitute for the education requirement.
• Experience working with different Scheduling software (e.g., Verint, eWFM, IEX, Genesys).
• Other Skills and Experiences (Min)