Workforce and Quality Manager

Category:
Business Consulting, Strategy and Digital Transformation

Location:
On-site in Taguig City, Philippines

Work Schedule:
Night shift

Salary:
Up to PHP 120,000 (depending on experience and qualifications)

Experience Level:
5+ years

About the Role:

We are seeking a strategic, data-driven Workforce & Quality Expert to lead the design, optimisation, and continuous improvement of forecasting, scheduling, quality assurance, and reporting functions for service desk and contact centre operations. This is a senior individual contributor role (managerial level) that requires deep expertise in workforce management tools and the ability to deliver actionable insights that enhance efficiency, quality, and service excellence.

You will work closely with operational leaders, stakeholders, and cross-functional teams in a matrix environment, acting as a subject matter expert on workforce and quality best practices.

Key Responsibilities:

Workforce Strategy & Planning:

• Design and manage forecasting models based on historical trends, volume drivers, and seasonality.
• Optimise scheduling and shift strategies using tools such as Verint, Amazon Connect Scheduler, or equivalent platforms.
• Lead capacity planning, scenario modelling, and headcount recommendations across multiple lines of business.
• Drive improvements in forecasting accuracy, utilisation, and planning processes.

Quality Framework Development:

• Develop and refine quality assurance processes, including evaluation forms, scoring guidelines, and calibration sessions.
• Analyse quality trends, correlate with operational KPIs, and identify root-cause improvement opportunities.
• Partner with training and operations teams to support agent coaching and performance enhancement.

Reporting & Performance Analytics:

• Build and maintain dashboards consolidating workforce, quality, and SLA metrics.
• Translate complex data into clear, actionable insights for operational reviews and decision-making.
• Automate reporting and streamline data processes using Excel, Power BI, Tableau, or similar tools.

Collaboration & Influence:

• Advise operational leaders on workforce and quality best practices.
• Collaborate with training, operations, and client-facing teams to align strategy with execution.
• Present insights, trends, and recommendations in internal and stakeholder meetings.

Qualifications (Required):

• 5–8 years of experience in workforce management, quality assurance, or operations analytics within a BPO environment.
• At least 3 years in a managerial role (previous Team Lead/Supervisor-only backgrounds will not be considered).
• Deep functional expertise with Verint, Amazon Connect Scheduler, or similar workforce management platforms.
• Expert-level Excel skills and solid working knowledge of Power BI, Tableau, or equivalent visualisation tools.
• Demonstrated success in performance optimisation, improving forecasting accuracy, and data storytelling.
• Proven ability to influence stakeholders without direct authority in a matrix organisation.

Preferred:

• Experience supporting global service operations.
• Familiarity with service desk metrics and contact centre operational models.
• Exposure to continuous improvement methodologies (Lean, Six Sigma, etc.).

Key Skills:

Client Management | Leadership | Quality Management | Workforce Management | Analytical Modeling | Data Visualization

If you are a stable professional with a consistent career progression and meet the above requirements, we would like to invite you to apply.

To apply:
Please submit your updated CV along with your answers to the screening questions below. Only shortlisted candidates who fully meet the non-negotiable criteria will be contacted.