WFM Analyst: Real-Time Call Center Optimization

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

Job summary

1840 & Company seeks an experienced WFM Analyst/ Workforce Supervisor or QA specialist to support a high-performance inside sales call center. You will optimize script and schedule adherence, monitor queues, and coach agents to improve productivity and conversion.

Ideal candidates will analyze telephony and queue performance, forecast staffing, and drive operational improvements while maintaining a positive, professional culture in Cebu City, Philippines.

Qualifications

• Experience in WFM/QA or call center operations is required.
• Strong ability to analyze telephony and queue performance.
• Ability to forecast staffing and optimize campaigns.

Responsibilities

• Monitor real-time call center operations to ensure service levels and utilization.
• Enforce script adherence, attendance, and schedule adherence.
• Analyze telephony and queue reports to identify trends and opportunities.
• Recommend staffing and dialing strategy adjustments to improve performance.
• Provide guidance to agents and team leads to improve productivity.

Skills

CRM / Customer Support Platforms

Call Center Operations

Attention to Detail

Communication

Active Listening

Job description

1840 & Company seeks an experienced WFM Analyst/ Workforce Supervisor or QA specialist to support a high-performance inside sales call center. You will optimize script and schedule adherence, monitor queues, and coach agents to improve productivity and conversion.

Ideal candidates will analyze telephony and queue performance, forecast staffing, and drive operational improvements while maintaining a positive, professional culture in Cebu City, Philippines.