Job Title: Workforce & Quality Expert Manager

Category: Business Consulting, Strategy and Digital Transformation

Work set up: Amenable to work onsite  in Taguig

Work shift: Night-shift

Salary budget: Up to PHP 140,000

Experience: 5+years 

No. of headcount/s: 1

Non-negotiable: 

• 5–8 years of experience in workforce management, quality assurance, or operations analytics in BPO setting is required

• Deep functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms.

• Strong analytical and modeling skills; expert-level Excel and working knowledge of Power BI, Tableau, or equivalent tools.

• Proven experience in performance optimization, forecasting accuracy improvement, and data storytelling.

• Ability to influence stakeholders without direct authority and work effectively in a matrix environment.

• Experience supporting global service operations.

• Familiarity with service desk metrics and contact center operational models.

• Should not be a job hopper who only stays for less than a year per company

• Must not be a present or former employee of CGI we need someone who has experience 3yrs+ in managerial.

Position Description:

About the Role

This is a senior individual contributor role, working closely with operational leaders, client stakeholders, and cross-functional teams.

JOB RESPONSIBILITIES:

Workforce Strategy & Planning:

• Design and manage forecasting models to align staffing with historical trends, business volume, and seasonal changes.

• Recommend and implement improvements in planning processes, forecasting accuracy, and utilization optimization.

Quality Framework Development:

• Define and enhance quality assurance processes, including evaluation templates, scoring guidelines, and calibration standards.

•

Reporting & Performance Analytics:

• Build and maintain performance dashboards that consolidate workforce, quality, and SLA data.

• Translate complex data into actionable insights for business reviews and operational decision-making.

• Lead efforts to automate reporting and streamline data flows using tools like Excel, Power BI, or 

Collaboration & Influence:

• 

Qualifications:

• 5–8 years of experience in workforce management, quality assurance, or operations analytics in BPO.

• Deep functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms.

• Strong analytical and modeling skills; expert-level Excel and working knowledge of Power BI, Tableau, or equivalent tools.

• Proven experience in performance optimization, forecasting accuracy improvement, and data storytelling.

• Ability to influence stakeholders without direct authority and work effectively in a matrix environment.

Preferred:

• Experience supporting global service operations.

• Familiarity with service desk metrics and contact center operational models.

• Experience driving continuous improvement projects using Lean, Six Sigma, or similar methodologies.

Skills:

Client Management

Leadership

Quality Management

Workforce Management

Financial Management

Management Consulting

PRE SCREENING QUESTIONS:

1. How many years of relevant experience in workforce management, quality assurance, or operations analytics.?

2. Rate your functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms, from 1 to 10, 10 is the highest.

3. Rate your analytical and modeling skills from 1 to 10, 10 is the highest

Rate your skills in Excel and working knowledge of Power BI, Tableau, or equivalent tools.) from  1 to 10, 10 is the highest.

4. Do you have proven experience  experience in performance optimization, forecasting accuracy improvement, and data storytelling?

5. Do  you have experience supporting global service operations?

6. How much is your last drawn salary?

7. How much is your salary expectation?

8. Are you amenable to work onsite set up in Taguig with a night shift schedule?

9. When are you available to start once hired?