SPECIALIST II, WORKFORCE MANAGEMENT

Qualfon Philippines; Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

Qualfon Philippines is seeking a Workforce Management Analyst to drive real-time reporting, forecasting analysis, and intraday staffing decisions. You will manage segment entries, downtime communications, and adherence monitoring to ensure service levels and efficient operations.

The role requires proficiency with WFM tools and contact center systems, plus a proactive, detail-oriented approach. 6 months to 1 year of related experience is expected, in a dynamic Manila environment.

Qualifications

• Graduate of any course or completion of at least three (3) years of related college coursework.
• At least 6 months to 1 year of work experience in a related field.

Responsibilities

• Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real-time intraday analysis and reporting.
• Process real-time segment entry requests.
• Ensure all agent activities are properly accounted for using exception codes.
• Perform real-time segment updates for absences and off-phone activities.
• Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client.
• Provide timely, clear communication to Operations and Clients during downtimes.
• Document and send downtime summary reports.
• Monitor and manage intraday staffing levels for the program.
• Provide staffing updates to Operations at each interval during business hours.
• Manage staffing based on skill and organizational requirements.
• Monitor actual staffing versus scheduled staffing.
• Initiate overtime or off-phone activities as needed to meet weekly FTE requirements.
• Monitor real-time ACD agent work state reports.
• Call out agents who are in non-adhering work states.
• Monitor and report schedule adherence performance to Operations Management.
• Manage auxiliary activities related to Verint schedule changes.
• Run queue checks throughout the day to validate skill plans.
• Ensure queues are cleared by end of business hours.
• Accommodate skill change requests from Operations or the Client.
• Initiate skill changes as required.

Skills

Analytical thinking

Logical thinking

Communication

Computer literacy

Data management

WFM expertise

FTE projection

Capacity utilization

Statistical analysis

Queuing theory

Education

Bachelor's degree or equivalent

Tools

Avaya CMS Supervisor

ACD reporting tools

Verint

Blue Pumpkin

IEX

eWFM

Aspect

Impact 360

Job description

OVERVIEW

Main Objectives and Duties

1. Reports

• Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real-time intraday analysis and reporting.

2. Segment Entry

• Process real-time segment entry requests.
• Ensure all agent activities are properly accounted for using exception codes.
• Perform real-time segment updates for absences and off-phone activities.

3. System Downtime Communication

• Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client.
• Provide timely, clear communication to Operations and Clients during downtimes.
• Document and send downtime summary reports.

4. Intraday Staffing Management

• Monitor and manage intraday staffing levels for the program.
• Provide staffing updates to Operations at each interval during business hours.
• Manage staffing based on skill and organizational requirements.
• Monitor actual staffing versus scheduled staffing.
• Initiate overtime or off-phone activities as needed to meet weekly FTE requirements.

5. ACD and Schedule Adherence Monitoring

• Monitor real-time ACD agent work state reports.
• Call out agents who are in non-adhering work states.
• Monitor and report schedule adherence performance to Operations Management.
• Manage auxiliary activities related to Verint schedule changes.

6. Queue and Skill Management

• Run queue checks throughout the day to validate skill plans.
• Ensure queues are cleared by end of business hours.
• Accommodate skill change requests from Operations or the Client.
• Initiate skill changes as required.

RESPONSIBILITIES

Technical and Data Skills

• Proficient in MS Excel.
• Working knowledge of MS Office applications.
• Experience with Avaya CMS Supervisor and/or ACD reporting tools.
• Strong attention to detail.
• Working knowledge of Workforce Management (WFM) tools.
• Knowledge of FTE projection and calculation.
• Understanding of program-specific segment descriptions.

Core CompetenciesAnalytical and Logical Thinking

• Ability to identify, analyze, and assess relevant information.
• Ability to compare data from multiple sources and identify alternative solutions.
• Systematic, logical, and methodical approach to problem-solving.

Communication

• Ability to clearly transmit and receive information across individuals and groups through various channels.

Computer Literacy

• Ability to use computers and related technologies efficiently, from basic applications to advanced problem-solving.

Data Management

• Ability to plan, develop, and manage data storage and retrieval systems using accepted data models and standards.

Workforce Management Expertise

• Ability to plan, organize, and manage workforce processes such as:
• Staffing and projections
• Scheduling
• Service level analysis
• Metrics monitoring
• Experience with tools and concepts including:
• Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360
• Erlang B & C
• Queuing Theory
• Statistical analysis
• Capacity utilization analysis

QUALIFICATIONS

• Graduate of any course or completion of at least three (3) years of related college coursework.
• At least 6 months to 1 year of work experience in a related field.