Workforce & Quality Expert Manager

2 weeks 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

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