Role Overview

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Develops own knowledge, shares best practices, and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.


Key Responsibilities

Monitor real-time adherence and schedule compliance across multiple teams


Manage and adjust staffing levels to meet service level agreements (SLAs)


Track and analyze real-time performance metrics and call volume trends


Coordinate with operations teams to address schedule deviations and attendance issues


Generate and distribute real-time reports to stakeholders


Identify and escalate potential risks to service delivery


Support workforce planning activities including forecasting and scheduling


Continuously improve processes to optimize operational efficiency


Qualifications

At least 1+ year WFM/RTA experience – required


At least 1+ year BPO experience – required


Experience in forecasting, staffing, scheduling, and real-time monitoring


Knowledge of WFM tools and contact center KPIs


Strong analytical and problem-solving skills


Good communication and stakeholder management skills


Willing to work in a shifting schedule


Why Join?

Competitive salary: ₱27,000 max


Prime Alphaland, Makati location


Career growth in workforce management


Dynamic and supportive team environment