Qualfon

Offers 360-degree customer experience support

Workforce Management Specialist 2 - Workforce Management

Customer Experience & SupportPosted on Nov 5

Full-timeManila, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Working knowledge of Workforce Management and Operations processes.
Proficiency in Microsoft Office applications and Avaya CMS Supervisor or another ACD reporting tool.
Knowledge of key performance indicator calculations within Operations.
Knowledge of full-time equivalent (FTE) projection and calculation.
College graduate or completion of at least three years of a related course.

Responsibilities

Communicate system downtime to all stakeholders and escalate downtime and tool issues to Qualfon and account management.
Communicate relevant downtime information from the account’s Workforce Management team to Operations and document and send downtime summary reports.
Update Operations on staffing at each interval during operating hours.
Manage staffing levels in Miami and Atlanta servers according to skill and organizational requirements, and monitor actual staffing against scheduled staffing.
Initiate overtime offers as needed to meet weekly full-time equivalent requirements.
Monitor real-time automatic call distributor (ACD) agent work-state reports, flag agents in non-adhering work states, and send schedule-adherence performance alerts and reports to Operations.
Monitor client-approved discretionary activities within agent work states and manage auxiliary activities for Verint-related schedule changes.
Run split/skill checks at least twice daily against the existing skill plan from Account Management and accommodate split/skill change requests for the account’s Workforce.
Complete requested assignments in a timely manner and ensure all provided information is correct.

Responsibilities

Main Objectives and Duties

1. Communicates any system downtimes to all stakeholders

Communicates any system downtime to all stakeholders
Escalates any system downtime and tool issues to Qualfon and the account’s management
Communicates relevant information to the Operations Team from the account’s Workforce Management during downtime
Documents and sends the downtime summary report

2. Monitor and manage intraday staffing levels for Clients

Updates Operations with staffing every interval during hours of operations
Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
Monitors actual staffing versus scheduled staffing
Initiates overtime offers if needed to meet weekly FTE requirements

3. Monitor real-time ACD agent work state reports

Calls out agents in non-adhering work states
Monitors and sends schedule adherence performance alerts/reports to Operations
Monitors client-approved discretionary activities within agent work states
Manages auxiliary activities for any Verint-related schedule changes

4. Ensures the split/skill assignment of all agents

Runs split/skill checks at least twice daily to cross-reference with the existing skill plan from Account Management
Accommodates split/skill change requests to the account’s Workforce

5. Accommodate and perform requests and assignments as directed

Completes requested assignments in a timely manner
Ensures all provided information is correct

Qualifications

Area of Expertise (Skills)

Keen attention to detail
Ability to interact and relay instructions effectively to all levels of management
Working knowledge of Workforce Management and Operations processes
Proficiency in MS Office applications and Avaya CMS Supervisor or any ACD reporting tool
Knowledge of KPI calculations within Operations

Other Skills and Competencies

Data Management
Keenness to Detail
Workforce Management
Analytical & Logical Thinking
Forecasting

Qualifications

College graduate or completed at least 3 years of any related course
Knowledge in FTE projection and calculation

About the Company

Qualfon

Offers 360-degree customer experience support

Qualfon delivers end-to-end customer experience support for brands, combining human agents with AI-enabled tools to manage interactions across channels. Its approach centers on mission-driven processes that place people at the heart of each touchpoint, using CXM solutions to tailor service at scale. Compared with competitors, Qualfon emphasizes a human-centered, empathetic service model that balances efficiency with personalized care rather than one-size-fits-all outsourcing. Its goal is to improve customer loyalty and lifetime value while making operations more effective and brand-positive.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Coeur d'Alene, ID
Founded: 1995

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