Senior WFM & Call Center Optimization Specialist

1840 & Company; Cebu City; Presencial; PHP 711.000 - 852.000; Jornada completa

Descripción de la vacante

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist to optimize a high-performance inside sales call center. You will manage real-time operations, adherence, and staffing, while coaching agents and collaborating with leadership on process improvements.

The role demands strong telephony analytics, campaign optimization, and a focus on performance-driven culture. Prior Five9 and CRM experience is preferred; English fluency required.

Formación

• Experience in workforce management or call center leadership.
• Strong telephony and queue management knowledge.
• Five9 administration experience required.
• Proven ability to analyze reports and optimize staffing.
• Excellent English communication skills.
• Experience with remote or hybrid teams preferred.

Responsabilidades

• Monitor real-time call center operations to ensure service levels and efficient staffing.
• Enforce script and schedule adherence, attendance, and discipline while maintaining a positive team environment.
• Analyze telephony, queue, and campaign data to identify trends and opportunities.
• Recommend staffing and dialing strategy adjustments to improve campaign performance.
• Provide real-time guidance to agents and team leads to boost productivity and conversions.
• Collaborate with leadership to identify gaps and drive process improvements.
• Track KPIs such as occupancy, utilization, and quality metrics; report to leadership.
• Coordinate with training and QA teams to reinforce scripting and sales techniques.

Conocimientos

Problem-Solving

Decision-Making

Accuracy

Communication

Critical Thinking

Educación

Bachelor's degree

Herramientas

Five9 administration

Excel

CRM systems

Workforce management tools

Descripción del empleo

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist to optimize a high-performance inside sales call center. You will manage real-time operations, adherence, and staffing, while coaching agents and collaborating with leadership on process improvements.

The role demands strong telephony analytics, campaign optimization, and a focus on performance-driven culture. Prior Five9 and CRM experience is preferred; English fluency required.