SPECIALIST II, WORKFORCE MANAGEMENT

Qualfon; Manila; On-site; PHP 390,600 - 669,600; Full time

Job summary

Qualfon in Manila is seeking a Workforce Management professional to oversee intraday staffing, downtime communications, and adherence reporting. You will coordinate with account management to escalate issues and balance agent levels across multiple servers according to skill requirements.

Responsibilities include monitoring shift coverage, validating schedules, and executing overtime when needed to meet weekly FTE targets while ensuring data accuracy and timely communications with Operations.

Qualifications

• College graduate or completed at least 3 years of related course.
• Knowledge in FTE projection and calculation.

Responsibilities

• Communicates downtime to all stakeholders.
• Escalates downtime and tool issues to Qualfon and account management.
• Monitors intraday staffing levels for clients.
• Updates Operations with staffing every interval during hours of operations.
• Monitors and manages staff levels across Miami and Atlanta servers as needed.
• Initiates overtime offers to meet weekly FTE requirements.
• Ensures all provided information is correct.
• Runs split/skill checks twice daily to align with the skill plan.

Skills

Attention to detail

Management communication

Workforce management

MS Office & Avaya CMS

KPI calculations

Education

College graduate or 3 years related course

Tools

Avaya CMS Supervisor

ACD Reporting Tools

Job description

Responsibilities

• Communicates any system downtimes to all stakeholders
• Escalates any system downtime and tool issues to Qualfon and the account’s management
• Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
• Documents and sends the downtime summary report
• Monitor and manage intraday staffing levels for Clients
• Updates Operations with staffing every interval during hours of operations
• Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
• Monitors actual staffing versus scheduled staffing
• Initiates overtime offers if needed to meet weekly FTE requirements
• Calls out agents in non‑adhering work states
• Monitors and sends schedule adherence performance alerts/reports to Operations
• Monitors client‑approved discretionary activities within agent work states
• Manages auxiliary activities for any Verint‑related schedule changes
• Ensures the split/skill assignment of all agents
• Runs split/skill checks at least twice daily to cross‑reference with the existing skill plan from Account Management
• Accommodates split/skill change requests to the account’s Workforce
• Accommodate and perform requests and assignments as directed
• Completes requested assignments in a timely manner
• Ensures all provided information is correct

Area Of Expertise (Skills)

• Keen attention to detail
• Ability to interact and relay instructions effectively to all levels of management
• Working knowledge of Workforce Management and Operations processes
• Proficiency in MS Office applications and Avaya CMS Supervisor or any ACD reporting tool
• Knowledge of KPI calculations within Operations

Other Skills And Competencies

• Data Management
• Keenness to Detail
• Workforce Management
• Analytical & Logical Thinking
• Forecasting

Qualifications

• College graduate or completed at least 3 years of any related course
• Knowledge in FTE projection and calculation