WFM Lead: Staffing, Analytics & Coaching

iQor; Bacolod; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

iQor Philippines is seeking a Workforce Management Manager to ensure adequate staffing for forecasted call volumes while meeting KPI targets and maintaining accurate reporting and system access governance.

You will supervise staffing planning, coach analysts, generate intraday to monthly reports, and implement scheduling adjustments to hit KPIs, while upholding security, health, safety, and quality standards.

Qualifications

• 2–3 years of relevant WFM experience, including supervisory responsibilities.

Responsibilities

• Supervise and maintain workforce planning activities to ensure sufficient staffing levels.

Skills

WFM experience

Supervisory experience

Interpersonal skills

Stakeholder management

Excel proficiency

Analytical skills

Programming knowledge

Reporting tools

Tools

Workforce management tools

Reporting tools

Job description

iQor Philippines is seeking a Workforce Management Manager to ensure adequate staffing for forecasted call volumes while meeting KPI targets and maintaining accurate reporting and system access governance.

You will supervise staffing planning, coach analysts, generate intraday to monthly reports, and implement scheduling adjustments to hit KPIs, while upholding security, health, safety, and quality standards.