Senior Workforce Optimization & Analytics Specialist

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

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.