Workforce Manager

18 hours ago

Manila, National Capital Region, Philippines Nezda Global Full time $90,000 - $120,000 per year

About the Role

This senior individual contributor role owns
forecasting, scheduling, quality assurance, and performance analytics
for multiple lines of business. You'll be the subject matter expert on workforce tools like
Verint
and
Amazon Connect Scheduler
, guiding decisions that improve efficiency, service quality, and customer satisfaction.

Key Responsibilities

Workforce Planning & Strategy

  • Develop and manage forecasting models aligned with business trends and seasonality.
  • Optimize scheduling logic and shift strategies using workforce tools.
  • Lead capacity planning, scenario modeling, and headcount alignment.
  • Continuously improve forecasting accuracy and utilization.

Quality Assurance

  • Create and refine QA processes, scoring guidelines, and calibration standards.
  • Analyze quality metrics, identify root causes, and drive improvement initiatives.
  • Partner with training and operations to improve agent performance.

Reporting & Analytics

  • Build dashboards consolidating workforce, quality, and SLA metrics.
  • Translate complex data into clear, actionable insights.
  • Automate reporting and streamline data flows using Excel, Power BI, or Tableau.

Must-Have Qualifications

  • 5–8 years' experience in
    workforce management, quality assurance, or operations analytics
    .
  • Expertise in
    Verint
    ,
    Amazon Connect Scheduler
    , or similar platforms.
  • Advanced
    Excel
    skills; working knowledge of
    Power BI
    or
    Tableau
    .
  • Proven track record in
    performance optimization
    and
    data storytelling
    .
  • Ability to influence without direct authority in a matrix environment.

Good-to-Have

  • Experience in global service operations.
  • Familiarity with service desk and contact center metrics.
  • Lean, Six Sigma, or similar continuous improvement background.

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