Summary:

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
No. of headcount/s: 1

Qualifications:

Non-negotiable:

• 5–8 years of experience in workforce management, quality assurance, and operations analytics in a BPO setting is required
• Deep functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms.
• Strong analytical and modelling 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 centre operational models.

Preferred:

• Experience supporting global service operations.
• Familiarity with service desk metrics and contact centre operational models.
• Experience driving continuous improvement projects using Lean, Six Sigma, or similar methodologies.