Senior Workforce Scheduler & Analytics Lead

Qualfon Philippines; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

Qualfon Philippines is seeking a Workforce Management Specialist to oversee scheduling and staffing analysis. Ideal candidates will have a Bachelor's Degree in Business Administration, Accounting, or related fields, along with experience in scheduling software like Verint or Genesys. Responsibilities include managing agent schedules, conducting staffing analysis, and performing trend analysis to meet service levels efficiently. Strong problem-solving and critical thinking skills are essential in this role.

Qualifications

• Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience.
• 2-4 years of experience with scheduling software considered acceptable.
• Experience with different scheduling software (e.g., Verint, eWFM, IEX, Genesys) is essential.

Responsibilities

• Manage and coordinate staffing schedules and analysis using workforce management software.
• Prepare analysis reports for staffing calls and propose necessary schedule changes.
• Publish schedules, update requests, and ensure correct occupancy for agents.
• Conduct trend analysis and audit agent skill sets for optimal staffing.

Skills

Workforce Management

Problem Solving

Data Collection

Critical Thinking

Documentation and Reports

Education

Bachelor’s Degree in Business Administration, Accounting, Finance, or Math

(2-4 years) relevant work experience

Tools

Verint

eWFM

IEX

Genesys

Job description

Qualfon Philippines is seeking a Workforce Management Specialist to oversee scheduling and staffing analysis. Ideal candidates will have a Bachelor's Degree in Business Administration, Accounting, or related fields, along with experience in scheduling software like Verint or Genesys. Responsibilities include managing agent schedules, conducting staffing analysis, and performing trend analysis to meet service levels efficiently. Strong problem-solving and critical thinking skills are essential in this role.