Workforce Management Analyst

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

About the Job

About the JobWe 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.

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.

Skills

• Crm / Customer Support Platforms CRM / Client Management Platforms Crm / Support Platforms

• Technical Support Workflow Contact Center Training Support Team Mentoring & Coaching CRM Call Center Reporting and Analytics

• Call Center Operations

• Attention to Detail Communication Confidentiality Accuracy Active Listening

Education & Experience

Education

Minimum

Experience

3+ Years

Additional Requirements

Technological Requirements Windows

Language English

City/Province/Country Cebu City, 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

Intermediate

Location

Years of Experience

3+ Years

PHP 70,000 - 70,000 Monthly