Workforce & Quality Expert Manager

1 week ago

Taguig, National Capital Region, Philippines SpringSkill Full time ₱1,200,000 - ₱3,600,000 per year

Job Title: Workforce & Quality Expert Manager

Location: Taguig

Salary: 140,000

About the Role

We are seeking a strategic and data-driven Workforce & Quality Expert Manager to lead the design, optimization, and continuous improvement of forecasting, scheduling, quality, and reporting functions within service desk and contact center operations.

This senior individual contributor role partners closely with operational leaders, client stakeholders, and cross-functional teams to enhance performance, drive efficiency, and deliver data-backed insights that promote operational excellence.

Key Responsibilities

  • Design and manage forecasting models to align staffing with business trends and seasonal fluctuations.
  • Optimize scheduling and shift strategies using workforce management tools such as Verint, Amazon Connect Scheduler, or equivalent platforms.
  • Lead capacity planning and headcount alignment across multiple lines of business.
  • Recommend and implement improvements to planning processes, forecasting accuracy, and resource utilization.
  • Define and enhance quality assurance processes, including evaluation templates and calibration standards.
  • Analyze quality trends and link them to operational KPIs to identify performance improvement opportunities.
  • Collaborate with training and operations teams to support coaching and skill development initiatives.
  • Build and maintain dashboards consolidating workforce, quality, and SLA metrics.
  • Translate data insights into actionable recommendations for leaders and stakeholders.
  • Automate reporting processes using Excel, Power BI, Tableau, or similar tools.
  • Ensure reporting accuracy and alignment with internal and client benchmarks.
  • Serve as a subject matter expert in workforce and quality management.
  • Partner with cross-functional teams to align operational execution with strategic goals.
  • Present findings and insights to leadership and client-facing forums.

Qualifications & Skills

  • 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 proficiency with working knowledge of Power BI or Tableau.
  • Proven track record in performance optimization, forecasting accuracy, and data storytelling.
  • Ability to influence stakeholders without direct authority and work effectively in a matrix environment.
  • Familiarity with service desk metrics and contact center operational models.
  • Stable career history (no frequent job changes within one year per company).
  • Experience supporting global service operations.
  • Exposure to continuous improvement methodologies such as Lean or Six Sigma.
  • Workforce Management
  • Quality Management
  • Analytics
  • Client Management
  • Leadership
  • Management Consulting
  • Financial Management

  • Workforce & Quality Expert Manager

    6 days ago

    Taguig, National Capital Region, Philippines StaffLink Express Full time ₱1,200,000 - ₱2,400,000 per year

    Job Title:Workforce & Quality Expert ManagerCategory: Business Consulting, Strategy and Digital TransformationWork set up: Amenable to work onsite in TaguigWork shift: Night-shiftSalary budget: Up to PHP 140,000Experience: 5+yearsNon-negotiable:• 5–8 years of experience in workforce management, quality assurance, or operations analytics is required•...

  • Workforce & Quality Expert Manager

    1 week ago

    Taguig, National Capital Region, Philippines Musa's Group Full time ₱1,200,000 - ₱2,400,000 per year

    About the Role:We are seeking a strategic and data-driven Workforce & Quality Expert to lead the design, optimization, and continuous improvement of our forecasting, scheduling, quality, and reporting functions for service desk and contact center operations. This role is a key contributor to operational performance, bringing deep expertise in workforce tools...

  • Workforce & Quality Expert Manager

    1 week ago

    Taguig, National Capital Region, Philippines BIITECH, LLC Full time ₱1,200,000 - ₱1,680,000 per year

    Job Title: Workforce & Quality Expert ManagerLocation: Onsite in Taguig | Night ShiftSalary: Up to PHP 140,000About the Role:We are seeking a data-driven and strategic leader to drive forecasting, scheduling, quality, and reporting functions for service desk and contact center operations. This role is key in optimizing workforce planning, improving...

  • Urgent Hiring

    1 week ago

    Taguig, National Capital Region, Philippines Addforce Human Resources Solution Inc. Full time ₱1,200,000 - ₱1,440,000 per year

    Job Title:Workforce & Quality Expert ManagerWork Setup and locationOnsite in TaguigNight Shift ScheduleSalary Package:100, ,000.00 max salaryKey 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...

  • Global Work Force and Quality Expert Manager

    1 week ago

    Taguig, National Capital Region, Philippines Trusoft Limited Full time ₱1,200,000 - ₱1,680,000 per year

    Job Title: Global Workforce & Quality Expert ManagerCategory: Business Consulting, Strategy and Digital TransformationWork set up: Amenable to work onsite in TaguigWork shift: Night-shiftSalary budget: Up to PHP 140,000Experience: 5+yearsNo. of headcount/s: 1Non-negotiable:• 5–8 years of experience in workforce management, quality assurance, or...

  • Workforce Analyst

    2 days ago

    Taguig, National Capital Region, Philippines Shearwater Health Full time ₱900,000 - ₱1,200,000 per year

    TAKE THE NEXT STEP AND COMPLETE OUR 10-MIN. PRESCREENING INTERVIEW. This will save you a spot in our talent pool, and once considered as top talent, someone from our recruitment team will reach out to you to discuss more about the role.Join over 3000+ Healthcare Graduates who have trusted Shearwater CPO - Home of Clinicians. Apply now so you can:Stay healthy...

  • Workforce Management

    13 hours ago

    Taguig, National Capital Region, Philippines Qualis Support Services Limited Inc Full time ₱900,000 - ₱1,200,000 per year

    About the role Qualis Support Services is looking for a Workforce Management (WFM) Reporting Analyst to join our team in Taguig City, Metro Manila. As a fulltime Workforce Management Reporting Analyst, you will play a key role in transforming data into actionable insights that drive smarter workforce decisions. This role combines data analytics, reporting...

  • Workforce Manager

    6 days ago

    Taguig, National Capital Region, Philippines Movate Full time ₱900,000 - ₱1,200,000 per year

    Job title: WFM ManagerLocation:McKinley, Taguig (Onsite)Experience:3+ years of experience as WFM ManagerNo of Openings:1Responsibilities:Highly motivated individual with a passion for data analysis, workforce management, and performance coachingManage workforce analytics staffResponsible for manipulating and visualizing data from multiple sources to create...

  • Workforce WFM Manager

    2 days ago

    Taguig, National Capital Region, Philippines iOPEX Tech Full time ₱1,200,000 - ₱3,600,000 per year

    Looking for a new challenge? Join a company where YOU matterWe are hiring for awesome professionals for our pioneer team. Join us nowWorkforce ManagerWorkforce Team LeadWorkforce SchedulerWorkforce Real Time AnalystWe are looking for an awesome and talented Workforce Management Manager who wants to join our growing awesome WFM teamResponsibilities:Manage...

  • Workforce Management Analyst

    14 hours ago

    Taguig, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time ₱400,000 - ₱600,000 per year

    Qualifications:Bachelor's degree or 2nd year college undergraduateAt least 1–2 years of experience in real-time or workforce management roles, preferably in a BPO or contact center environment.Proficient in Workforce Management (WFM) tools such as NICE, IEX, Verint, or Genesys.