Senior WFM & Call Center Optimization Lead

1840 & Company; Cebu City; 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 the Philippines. You will ensure script adherence, schedule adherence, queue management, and overall sales floor effectiveness while coaching agents for performance improvements.

The role requires 3 years of experience, a Bachelor's degree, and expertise in telephony and KPI analysis.

Qualifications

• Experience in workforce management, sales operations supervision, or call center operations leadership.
• Proven background supporting inside/outbound sales call centers.
• Strong understanding of telephony, queue management, and KPIs.

Responsibilities

• Monitor real-time call center operations to ensure service levels, low abandonment, and efficient workforce utilization.
• Enforce script and schedule adherence, attendance, and sales floor discipline while maintaining a positive team environment.
• Analyze telephony, queue, and campaign data to identify trends and improvement opportunities.
• Optimize campaign performance through staffing, dialing strategies, and operational improvements.
• Provide real-time guidance to agents and team leads to boost productivity and conversions.

Skills

Problem-Solving

Decision-Making

Accuracy

Communication

Critical Thinking

Education

Bachelor's degree

Tools

Five9

IVR paths

Campaign ratios

System configuration

Job description

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist for a high-performance inside sales call center in the Philippines. You will ensure script adherence, schedule adherence, queue management, and overall sales floor effectiveness while coaching agents for performance improvements.

The role requires 3 years of experience, a Bachelor's degree, and expertise in telephony and KPI analysis.