WFM Analyst

1840 & Company; Mandaue; On-site; PHP 711,000 - 852,000; Full time

Job summary

1840 & Company is seeking an experienced WFM Analyst/Workforce Supervisor or QA specialist for a high-performance inside sales call center in Mandaue, Cebu, Philippines. You will oversee script adherence, schedule adherence, and queue management while coaching agents for productivity and quality.

You will analyze telephony and campaign metrics, optimize staffing and dialing strategies, and provide actionable insights to leadership.

Qualifications

• Experience in workforce management, sales operations supervision, or call center leadership.
• Strong telephony, queue management, and KPI understanding.
• Five9 administration experience: building IVR paths and system config.
• Proven ability to analyze telephony reports, queues, and occupancy.
• Campaign optimization, staffing strategies, and performance improvement.

Responsibilities

• Monitor and manage real-time call center operations for service levels and workforce utilization.
• Track script adherence, schedule adherence, attendance, and sales floor discipline.
• Analyze telephony, queue, workforce, and campaign data to identify trends and opportunities.
• Optimize campaign performance through staffing, dialing strategy, and ops improvements.
• Provide real-time guidance to agents and team leads to boost productivity and conversions.
• Collaborate with leadership to identify gaps and implement process improvements.
• Monitor KPIs: occupancy, utilization, conversion rates, call handling, adherence, quality metrics.
• Partner with training and QA to reinforce scripting and compliance.
• Forecast staffing based on call volume trends and campaign activity.
• Prepare and present operational reports and workforce insights to leadership.
• Support escalations and staffing during peak periods.
• Foster a professional, accountable, engaging sales floor culture.

Skills

Workforce management

Call center supervision

Five9 administration

Telephony & queue analytics

Coaching & leadership

Excel dashboards

Remote/hybrid teams

English communication

Tools

Five9

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.

Must Have Requirements

These are essential requirements for this role. Candidates must meet all of the criteria below.

Location

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
• 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
• 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.
• Forecasting and scheduling knowledge
• Campaign analytics and performance optimization
• Positive leadership and coaching
• Conflict resolution and team engagement
• Operational reporting and KPI analysis
• Performance management and accountability

Success Metrics:

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

Skills

Tools/Platforms

Crm / Customer Support Platforms Crm / Support Platforms

Common Methodologies/Frameworks

Call Center Reporting and Analytics

Soft Skills

Communication Accuracy Critical Thinking Problem-Solving Decision-Making

Education & Experience

Education

Minimum

Experience

3+ Years

Additional Requirements

Technological Requirements Windows

Language English

City/Province/Country Mandaue, Cebu, Philippines

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.

Job Overview

Employment Type

Full-Time Employee

Department

Customer Service/Support

Job Level

Senior

Location

Years of Experience

3+ Years

PHP 70,000 - 70,000 Monthly

Working Hours

Monday 08:00 - 17:00 (America/New_York) Tuesday 08:00 - 17:00 (America/New_York) Wednesday 08:00 - 17:00 (America/New_York) Thursday 08:00 - 17:00 (America/New_York) Friday 08:00 - 17:00 (America/New_York)