Workforce & Quality Expert Manager
Gratitude IncWorkforce & Quality Expert Manager
Job Description
Key Skills
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Job Title: Workforce & Quality Expert Manager
Category: Business Consulting, Strategy and Digital Transformation
Work set up: Amenable to work onsite in Taguig
Work shift: Night-shift
Salary budget: Up to PHP 140,000
Experience: 5+years
Non-negotiable:
• 5–8 years of experience in workforce management, quality assurance, or operations analytics is required
• 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.
• Experience supporting global service operations.
• Familiarity with service desk metrics and contact center operational models.
JOB 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.
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.
Skills:
Client Management
Leadership
Quality Management
Workforce Management
Financial Management
Management Consulting
PRE SCREENING QUESTIONS:
1. How many years of relevant experience in workforce management, quality assurance, or operations analytics.?
2. Rate your functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms, from 1 to 10, 10 is the highest.
3. Rate your analytical and modeling skills from 1 to 10, 10 is the highest
Rate your skills in Excel and working knowledge of Power BI, Tableau, or equivalent tools.) from 1 to 10, 10 is the highest.
4. Do you have proven experience experience in performance optimization, forecasting accuracy improvement, and data storytelling?
5. Do you have experience supporting global service operations?
6. How much is your last drawn salary?
7. How much is your salary expectation?
8. Are you amenable to work onsite set up in Taguig with a night shift schedule?
9. When are you available to start once hired?
Role
WFM
Timings
Night Shift (Contract To Hire)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
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