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

 

3yrs+ in managerial.level

Position Description:

About the Role:

We are seeking a strategic and data-driven Workforce & Quality Expert to lead the design, optimization, and continuous improvement of our forecasting, scheduling, quality, and reporting functions for service desk and contact center operations. This role is a key contributor to operational performance, bringing deep expertise in workforce tools such as Verint, Amazon Connect Scheduler, or similar platforms, and delivering insights that drive efficiency, quality, and service excellence.

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.

• Optimize shift strategies and scheduling logic using Verint, Amazon Connect Scheduler, or equivalent platforms.

• Lead capacity planning initiatives, scenario modeling, and headcount alignment across multiple lines of business.

• 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

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

• 

Collaboration & Influence:

• Serve as a subject matter expert and advisor to operational leaders on workforce 

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