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 120,000

Experience: 5+years 

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.

NOTE:  DO NOT endorse who are previous Lead/Team Lead/Supervisors, we need someone who has experience 3yrs+ in managerial.

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.

• Analyze quality trends and correlate with operational KPIs to identify root causes and improvement opportunities.

• Work with training and operations to drive agent performance and support coaching strategies.

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?