Workforce Planning & Scheduling Specialist II

Qualfon; Manila; On-site; PHP 390,600 - 669,600; Full time

Job summary

Qualfon in Manila is seeking a Workforce Management professional to oversee intraday staffing, downtime communications, and adherence reporting. You will coordinate with account management to escalate issues and balance agent levels across multiple servers according to skill requirements.

Responsibilities include monitoring shift coverage, validating schedules, and executing overtime when needed to meet weekly FTE targets while ensuring data accuracy and timely communications with Operations.

Qualifications

• College graduate or completed at least 3 years of related course.
• Knowledge in FTE projection and calculation.

Responsibilities

• Communicates downtime to all stakeholders.
• Escalates downtime and tool issues to Qualfon and account management.
• Monitors intraday staffing levels for clients.
• Updates Operations with staffing every interval during hours of operations.
• Monitors and manages staff levels across Miami and Atlanta servers as needed.
• Initiates overtime offers to meet weekly FTE requirements.
• Ensures all provided information is correct.
• Runs split/skill checks twice daily to align with the skill plan.

Skills

Attention to detail

Management communication

Workforce management

MS Office & Avaya CMS

KPI calculations

Education

College graduate or 3 years related course

Tools

Avaya CMS Supervisor

ACD Reporting Tools

Job description

Qualfon in Manila is seeking a Workforce Management professional to oversee intraday staffing, downtime communications, and adherence reporting. You will coordinate with account management to escalate issues and balance agent levels across multiple servers according to skill requirements.

Responsibilities include monitoring shift coverage, validating schedules, and executing overtime when needed to meet weekly FTE targets while ensuring data accuracy and timely communications with Operations.