Workforce Management Analyst

1840&Co; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

1840&Co is seeking an experienced WFM Analyst/ Workforce Supervisor to support and optimize a high-performance inside sales call center environment. You will monitor real-time operations, enforce adherence, analyze telephony and queue data, and drive staffing optimization to reduce abandonments and improve conversions.

The role entails collaboration with leadership, training, and QA teams to reinforce scripting and sales techniques, while forecasting staffing needs and delivering actionable

Qualifications

• Experience in workforce management, sales operations supervision, or call center operations leadership.
• Previous experience supporting inside sales or outbound sales call center environments.
• Must have Five9 administrative experience: building and managing IVR paths, configuring campaign ratios, and other Five9 tasks.
• Proven ability to analyze 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.
• Ability to provide operational insights and strategic recommendations to leadership teams.
• Advanced proficiency with Excel, reporting dashboards, CRM systems, and workforce management tools.
• Experience working with remote or hybrid call center teams is preferred.

Responsibilities

• Monitor real-time call center operations to ensure service levels and workforce utilization.
• Enforce script adherence, schedule adherence, attendance, and sales floor discipline.
• Analyze telephony and queue reports to identify trends and performance opportunities.
• Optimize outbound/inbound 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.
• Monitor KPIs including occupancy, utilization, conversion rates, and quality metrics.
• Partner with training and QA teams to reinforce scripting and sales techniques.
• Forecast staffing requirements based on call volume trends and campaign activity.
• Prepare and present operational reports and insights to leadership.

Skills

Workforce management

Sales operations supervision

Call center leadership

Five9 administration

Excel & dashboards

CRM systems

Remote or hybrid team experience

Coaching & communication

Data-driven decisions

Tools

Five9

Excel

CRM systems

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.

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.

• 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