Workforce & Quality Manager (BPO / Contact Center)

Gratitude Philippines; Taguig; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

A global BPO company is seeking a Workforce & Quality Manager to lead workforce planning, quality assurance, and performance analytics in Taguig. The ideal candidate will have 5–8 years of experience in workforce management or operations analytics within a contact center environment. Key responsibilities include managing forecasting models, optimizing shift schedules, and developing quality frameworks. Expertise in WFM tools such as Verint, as well as strong analytical skills, are crucial for the role.

Qualifications

• 5–8 years of experience in workforce management or operations analytics within a BPO.
• Strong knowledge of WFM platforms like Verint and Amazon Connect Scheduler.
• Advanced analytical and modeling skills with expert Excel proficiency.
• Experience in performance optimization and data storytelling.
• Proven experience driving performance optimization, forecasting accuracy improvement, and data storytelling.
• Experience supporting global or multi-region service operations.
• Strong stakeholder management and influencing skills.

Responsibilities

• Design and manage forecasting models.
• Optimize shift strategies and schedules.
• Lead capacity planning across multiple programs.
• Develop quality assurance frameworks.
• Analyze quality trends against operational KPIs.
• Build dashboards with workforce and performance metrics.
• Partner with training and operations to support coaching and performance improvement.
• Build dashboards consolidating workforce, quality, SLA, and operational metrics.
• Translate complex datasets into clear, actionable leadership insights.
• Lead reporting automation and data optimization initiatives using Excel, Power BI, Tableau.
• Serve as SME and advisor to operations and leadership; influence cross-functional stakeholders.

Skills

Workforce Management (WFM)

Quality Management & Calibration

Performance Analytics & Reporting

Stakeholder & Client Management

Leadership & Strategic Influence

Operational & Financial Acumen

Tools

Verint

Amazon Connect Scheduler

Excel

Power BI

Tableau

Job description

We are seeking an experienced Workforce & Quality Manager to lead workforce planning, quality assurance, and performance analytics for a global BPO operation. This role plays a critical part in optimizing staffing, improving forecasting accuracy, strengthening quality frameworks, and delivering data-driven insights to senior stakeholders.

The ideal candidate brings deep hands‑on expertise in Workforce Management (WFM), Quality Assurance (QA), analytics tools, and stakeholder management within a contact center or BPO environment.

Key Responsibilities

• Design, manage, and refine forecasting models aligned with historical trends, volume drivers, and seasonality.
• Optimize shift strategies, schedules, and intraday management using Verint, Amazon Connect Scheduler, or equivalent WFM platforms.
• Lead capacity planning, scenario modeling, and headcount alignment across multiple programs or lines of business.
• Drive improvements in forecasting accuracy, utilization, shrinkage management, and overall workforce efficiency.
• Develop and enhance quality assurance frameworks, including evaluation templates, scoring methodologies, and calibration standards.
• Analyze quality trends and correlate results with operational KPIs to identify root causes and improvement opportunities.
• Partner with training and operations teams to support coaching initiatives and continuous agent performance improvement.
• Build and maintain dashboards consolidating workforce, quality, SLA, and operational performance metrics.
• Translate complex datasets into clear, actionable insights for leadership, business reviews, and client discussions.
• Lead reporting automation and data optimization initiatives using Excel, Power BI, Tableau, or similar tools.
• Act as a subject matter expert and trusted advisor to operations and leadership teams.
• Influence cross‑functional stakeholders in a matrix environment without direct authority.
• Present insights, trends, and recommendations in both internal and client‑facing forums.

Non‑Negotiable Requirements

• 5–8 years of experience in workforce management, quality assurance, or operations analytics within a BPO or contact center environment.
• Strong working knowledge of Verint, Amazon Connect Scheduler, or similar WFM platforms.
• Advanced analytical and modeling skills with expert‑level Excel proficiency.
• Working knowledge of Power BI, Tableau, or equivalent BI tools.
• Proven experience driving performance optimization, forecasting accuracy improvement, and data storytelling.
• Experience supporting global or multi‑region service operations.
• Strong stakeholder management and influencing skills.

Preferred Qualifications

• Familiarity with service desk metrics and contact center operating models.
• Experience leading continuous improvement initiatives (Lean, Six Sigma, or similar).
• Exposure to consulting or transformation‑focused engagements is an advantage.

Core Skills

• Workforce Management (WFM)
• Quality Management & Calibration
• Performance Analytics & Reporting
• Stakeholder & Client Management
• Leadership & Strategic Influence
• Operational & Financial Acumen