WFM Analyst

1840 & Company; Cebu City; Presencial; PHP 711.000 - 852.000; Jornada completa

Descripción de la vacante

1840 & Company is seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist for a high-performance inside sales call center in the Philippines. You will ensure script adherence, schedule adherence, queue management, and overall sales floor effectiveness while coaching agents for performance improvements.

The role requires 3 years of experience, a Bachelor's degree, and expertise in telephony and KPI analysis.

Formación

• Experience in workforce management, sales operations supervision, or call center operations leadership.
• Proven background supporting inside/outbound sales call centers.
• Strong understanding of telephony, queue management, and KPIs.

Responsabilidades

• Monitor real-time call center operations to ensure service levels, low abandonment, and efficient workforce utilization.
• Enforce script and schedule adherence, attendance, and sales floor discipline while maintaining a positive team environment.
• Analyze telephony, queue, and campaign data to identify trends and improvement opportunities.
• Optimize campaign performance through staffing, dialing strategies, and operational improvements.
• Provide real-time guidance to agents and team leads to boost productivity and conversions.

Conocimientos

Problem-Solving

Decision-Making

Accuracy

Communication

Critical Thinking

Educación

Bachelor's degree

Herramientas

Five9

IVR paths

Campaign ratios

System configuration

Descripción del empleo

Job Description:

About The Job

We are seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist to support and optimize a high-performance inside sales call center environment. This role is responsible for maintaining script adherence, schedule adherence, workforce optimization, queue management, campaign performance, and overall sales floor operational effectiveness while fostering a positive, motivating, and professional culture. The ideal candidate has strong experience analyzing telephony and queue performance reports, improving workforce utilization, minimizing abandonment rates, and coaching agents in a constructive and performance-driven manner.

Job Details

• Employment Type: Full-Time Employee
• Department: Customer Service/Support
• Job Level: Senior
• Experience: 3 Years
• Education: Bachelors

Required Skills

• Soft Skills: Problem-Solving, Decision-Making, Accuracy, Communication, Critical Thinking

Responsibilities

Key Responsibilities:

• Monitor and manage real-time call center operations to ensure optimal service levels, low abandonment rates, and efficient workforce utilization.
• Track and enforce script adherence, schedule adherence, attendance, and overall sales floor discipline while maintaining a positive team environment.
• Analyze telephony reports, queue reports, workforce management data, and campaign metrics to identify trends, risks, and performance opportunities.
• Optimize outbound and inbound campaign performance through staffing recommendations, dialing strategy adjustments, and operational improvements.
• Provide real-time guidance and operational support to sales agents and team leads to improve productivity and conversion performance.
• Work collaboratively with leadership to identify operational gaps and provide actionable recommendations for process improvement.
• Monitor agent performance KPIs including occupancy, utilization, conversion rates, call handling behaviors, schedule adherence, and quality metrics.
• Partner with training and quality assurance teams to reinforce scripting, sales techniques, and compliance expectations.
• Assist in forecasting staffing requirements based on call volume trends, campaign activity, and business objectives.
• Prepare and present operational reports and workforce insights to leadership on a regular basis.
• Support escalations, workflow management, and staffing adjustments during peak periods or operational disruptions.
• Create a professional and supportive sales floor culture focused on accountability, performance improvement, and employee engagement.
• Ensure agents remain productive and aligned with campaign goals while minimizing burnout and negative morale.
• Recommend technology, reporting, workflow, and process enhancements that improve operational performance and customer experience.

Required Qualifications

• Experience in workforce management, sales operations supervision, or call center operations leadership.
• Previous experience supporting inside sales or outbound sales call center environments.
• Strong understanding of telephony systems, queue management, workforce optimization, and call center KPIs.

• Must have Five9 administrative experience around:

• Building and managing IVR paths
• Configuring campaign ratios
• Other Five9 administration and system configuration tasks

• Proven ability to analyze and interpret telephony reports, queue reports, abandonment metrics, occupancy rates, and utilization data.
• Experience with campaign optimization, staffing strategies, and performance improvement initiatives.
• Strong coaching and communication skills with the ability to motivate agents without creating a negative work environment.
• Ability to provide operational insights and strategic recommendations to leadership teams.
• Advanced proficiency with Excel, reporting dashboards, CRM systems, and workforce management tools.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Excellent written and verbal English communication skills.
• Experience working with remote or hybrid call center teams is preferred.

Preferred Skills & Competencies

• Real-time workforce management (RTA) expertise
• Forecasting and scheduling knowledge
• Campaign analytics and performance optimization
• Data-driven decision making
• Positive leadership and coaching
• Conflict resolution and team engagement
• Operational reporting and KPI analysis
• Performance management and accountability
• Process improvement mindset

Success Metrics

• Improved schedule adherence and script compliance
• Reduced call abandonment rates
• Optimized agent utilization and occupancy
• Improved campaign conversion performance
• Higher overall sales floor productivity
• Positive employee engagement and retention
• Timely operational reporting and actionable insights

Salary & Benefits

• Pay: Monthly, ₱ 70000.00 – 70000.00

Working Hours

• Monday: 08:00 - 17:00
• Tuesday: 08:00 - 17:00
• Wednesday: 08:00 - 17:00
• Thursday: 08:00 - 17:00
• Friday: 08:00 - 17:00

Additional Requirements

• Tech Requirements: Windows
• Language: English

About The Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.