Senior WFM Analyst - Real-Time Sales Optimizer

1840 & Company; Mandaue; On-site; PHP 711,000 - 852,000; Full time

Job summary

1840 & Company is seeking an experienced WFM Analyst/Workforce Supervisor or QA specialist for a high-performance inside sales call center in Mandaue, Cebu, Philippines. You will oversee script adherence, schedule adherence, and queue management while coaching agents for productivity and quality.

You will analyze telephony and campaign metrics, optimize staffing and dialing strategies, and provide actionable insights to leadership.

Qualifications

• Experience in workforce management, sales operations supervision, or call center leadership.
• Strong telephony, queue management, and KPI understanding.
• Five9 administration experience: building IVR paths and system config.
• Proven ability to analyze telephony reports, queues, and occupancy.
• Campaign optimization, staffing strategies, and performance improvement.

Responsibilities

• Monitor and manage real-time call center operations for service levels and workforce utilization.
• Track script adherence, schedule adherence, attendance, and sales floor discipline.
• Analyze telephony, queue, workforce, and campaign data to identify trends and opportunities.
• Optimize campaign performance through staffing, dialing strategy, and ops improvements.
• Provide real-time guidance to agents and team leads to boost productivity and conversions.
• Collaborate with leadership to identify gaps and implement process improvements.
• Monitor KPIs: occupancy, utilization, conversion rates, call handling, adherence, quality metrics.
• Partner with training and QA to reinforce scripting and compliance.
• Forecast staffing based on call volume trends and campaign activity.
• Prepare and present operational reports and workforce insights to leadership.
• Support escalations and staffing during peak periods.
• Foster a professional, accountable, engaging sales floor culture.

Skills

Workforce management

Call center supervision

Five9 administration

Telephony & queue analytics

Coaching & leadership

Excel dashboards

Remote/hybrid teams

English communication

Tools

Five9

Job description

1840 & Company is seeking an experienced WFM Analyst/Workforce Supervisor or QA specialist for a high-performance inside sales call center in Mandaue, Cebu, Philippines. You will oversee script adherence, schedule adherence, and queue management while coaching agents for productivity and quality.

You will analyze telephony and campaign metrics, optimize staffing and dialing strategies, and provide actionable insights to leadership.