Workforce & Quality Expert Manager
Gratitude IncWorkforce & Quality Expert Manager
Job Description
Key Skills
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Summary:
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 120,000
Experience: 5+years
No. of headcount/s: 1
Qualifications:
Non-negotiable:
• 5–8 years of experience in workforce management, quality assurance, and operations analytics in a BPO setting is required
• Deep functional knowledge of Verint, Amazon Connect Scheduler, or similar workforce platforms.
• Strong analytical and modelling 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 centre operational models.
Preferred:
• Experience supporting global service operations.
• Familiarity with service desk metrics and contact centre operational models.
• Experience driving continuous improvement projects using Lean, Six Sigma, or similar methodologies.
Role
Corporate Planning/Strategy Manager
Timings
Night Shift (Contract To Hire)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Corporate Planning / Consulting / Strategy
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.
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