Workforce Supervisor

Qualfon Philippines, Inc.; Cebu City; On-site; PHP 500,000 - 700,000; Full time

Job summary

Qualfon Philippines, Inc. in Cebu City is seeking a skilled Workforce/Data Analyst to optimize staffing, forecasting, and process control for our call center operations.

The role focuses on roster management, client communications, real-time monitoring, and trend analysis to ensure on-time delivery and high service levels, with Six Sigma knowledge preferred.

Qualifications

• Bachelor’s degree in CS, Engineering, Statistics, or Math, or 2+ years relevant call center experience.
• Six Sigma certification is preferred.
• Strong numerical and data analysis skills.

Responsibilities

• Manage call center roster and database to meet client needs.
• Coordinate client communications and updates.
• Monitor performance of call and workforce analysts; ensure report accuracy.
• Oversee real-time operations flow and scheduling; minimize escalations.
• Provide real-time solutions to on-site operations issues.
• Conduct staffing analysis for operations.
• Identify trends in attendance and staffed hours; investigate root causes.

Skills

Program Management

Forecasting

Analytical Thinking

Workforce Management

Data Management

Education

Bachelor’s Degree in Computer Studies, Engineering, Statistics, or Mathematics

Six Sigma certification (desired)

2+ years related call center experience

Job description

Main Objectives and Duties

1. Call Center Roster / QFN Database

• Ensures meeting clients’ requirements in terms of distribution and scheduling

• Informs everyone concerned of any changes

2. Client Communication

• Initiates constant calibration of procedures with the client

• Ensures everyone involved is updated with the correct process

3. Call Management System Analyst and Database Analyst Performance Monitoring

• Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts

• Addresses performance concerns, especially on accuracy of reports

• Ensures on‑time delivery

4. Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)

• Ensures smooth flow for entire operations and that correct procedures are being observed

• Minimizes client escalations

5. Real‑Time Solution to Operations Concerns

• Provides real‑time solutions to issues encountered on the operations floor

6. Staffing Analysis

• Reviews and analyzes staffing aspects during operations

7. Trending Activities Evaluation

• Identifies and reports trends in attendance and staffed hours

• Works to uncover underlying issues

Qualifications

• Bachelor’s Degree in Computer Studies, Engineering, Statistics, or Mathematics; or at least 2 years related work experience (preferably in the call center industry)

• Six Sigma certification (desired)
  

Areas of Expertise (Skills)

• Program Management

• Forecasting

• Analytical & Logical Thinking

• Workforce Management

• Data Management