Senior Workforce Analytics & Reporting Manager

iQor; Mabalacat; On-site; PHP 800,000 - 1,600,000; Full time

Job summary

iQor in the Philippines is seeking an experienced Workforce Management professional to ensure staffing aligns with forecasted call volumes and KPIs. You will handle forecasting, scheduling, and related admin tasks across multi-location teams, including offshore analysts, to optimize performance.

The role requires strong Excel skills, analytical ability, and prior supervisory experience leading a team of 5 or more. This position offers growth within a global contact-center environment.

Qualifications

• Experience in workforce management with forecasting, staffing and scheduling.
• Minimum 3 years in a call or contact center environment.
• Strong communication skills, both written and spoken.
• Supervisory experience managing 5+ direct reports.
• Excellent presentation skills and numeric proficiency.
• Ability to multi-task, prioritize, and handle confidential information.

Responsibilities

• Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participates in various clients calls to review client KPI performance.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration.
• Performs other duties as assigned.

Skills

Workforce management

Forecasting

Scheduling

Call center experience

Communication

Supervisory experience

Presentation skills

Excel

Analytical skills

Multitasking

Prioritization

Confidentiality

IEX knowledge

Education

Bachelor’s Degree

Tools

IEX

Job description

iQor in the Philippines is seeking an experienced Workforce Management professional to ensure staffing aligns with forecasted call volumes and KPIs. You will handle forecasting, scheduling, and related admin tasks across multi-location teams, including offshore analysts, to optimize performance.

The role requires strong Excel skills, analytical ability, and prior supervisory experience leading a team of 5 or more. This position offers growth within a global contact-center environment.