Workforce and Quality Expert Manager

3 days ago

Taguig, National Capital Region, Philippines ADDFORCE HR SOLUTION Full time

Job Title:

  • Workforce & Quality Expert Manager

Work Setup and location

  • Onsite in Taguig
  • Night Shift Schedule

Salary Package:

  • 100, ,000.00 max salary

Key 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.

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 Tableau.
  • Ensure reporting is aligned with contract metrics, internal benchmarks, and executive priorities.

Collaboration & Influence:

  • Serve as a subject matter expert and advisor to operational leaders on workforce and quality best practices.
  • Collaborate with cross-functional teams (training, operations, client management) to align execution with strategy.
  • Present findings, trends, and recommendations in internal and client-facing forums.

Qualifications:

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

Job Types: Full-time, Permanent

Pay: Php100, Php120,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Flexible schedule
  • Flextime
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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