WFM Analyst

1840 & Company; Philippines; 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 senior role in a high-performance inside sales call center. You will monitor real-time operations, ensure script and schedule adherence, and optimize workforce utilization while maintaining a positive culture.

Responsibilities include analyzing telephony and queue reports, guiding agents, forecasting staffing needs, and delivering operational insights to leadership.

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.
• Five9 administration experience including building and managing IVR paths and configuring campaign ratios.
• Proven ability to analyze telephony reports, queue reports, occupancy, and utilization data.

Responsibilities

• Monitor real-time call center operations to ensure optimal service levels and efficient workforce utilization.
• Enforce script adherence, schedule adherence, attendance, and sales floor discipline.
• Analyze telephony, queue, and campaign data to identify trends and opportunities.
• Optimize campaign performance through staffing and dialing strategy adjustments.
• Provide real-time guidance to agents and team leads to improve productivity and conversions.
• Collaborate with leadership to identify operational gaps and recommend improvements.
• Track KPIs like occupancy, utilization, and quality metrics.
• Support training and QA teams to reinforce scripting and sales techniques.
• Forecast staffing needs based on call volumes and campaign activity.
• Prepare and present operational reports and insights to leadership.
• Assist during peak periods with staffing adjustments and escalations.
• Create a productive, accountable, and engaging sales floor culture.

Skills

Problem-Solving

Decision-Making

Accuracy

Communication

Critical Thinking

Education

Bachelor's

Tools

Five9

Excel

CRM systems

Workforce management tools

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

• 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.