Workforce & Quality Expert Manager

Gratitude Inc

1178 Views

15 hours ago

5-10 Year(s)

₱ 10 - ₱ 120K p.m

Manila (Taguig)

Job Description

Key Skills

Leadership Quality Management System Financial Managment Workforce Management client management Management Consulting

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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

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