Strategic Workforce Scheduler & Analytics Lead

Qualfon Philippines; Manila; On-site; PHP 334,800 - 558,000; Full time

Job summary

Qualfon Philippines in Manila is looking for a dedicated Workforce Management Analyst to optimize staffing levels using advanced scheduling software. You'll analyze call volume trends and manage agent schedules to ensure optimal service delivery across all skill groups.

The ideal candidate will hold a Bachelor’s degree in a relevant field and have experience with various workforce management tools. You'll play a key role in workforce planning and analysis, contributing to the overall success of the call center operations.

Qualifications

• Bachelor’s Degree in a relevant field or equivalent work experience required.
• 2-4 years of relevant experience is acceptable.
• Experience with various scheduling software.

Responsibilities

• Manage staffing levels using workforce management software.
• Facilitate staffing calls and propose schedule changes.
• Publish and update schedules based on finalized shifts.
• Conduct trend analysis to optimize staffing.
• Oversee agent leaves and skill set audits.

Skills

Scheduling software experience

Workforce Management

Critical Thinking

Data Collection

Problem Solving

Education

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

Tools

Verint

eWFM

IEX

Genesys

Job description

Qualfon Philippines in Manila is looking for a dedicated Workforce Management Analyst to optimize staffing levels using advanced scheduling software. You'll analyze call volume trends and manage agent schedules to ensure optimal service delivery across all skill groups.

The ideal candidate will hold a Bachelor’s degree in a relevant field and have experience with various workforce management tools. You'll play a key role in workforce planning and analysis, contributing to the overall success of the call center operations.