JOB DETAILS

SPECIALIST II, WORKFORCE MANAGEMENT (Real Time Analyst)

CompanyQualfon
LocationManila
Work ModeOn Site
PostedJune 13, 2026
About The Company
Qualfon provides 360 degrees of customer experience support for your business with mission-driven processes that keep each person at the heart of every interaction. We lead the way with AI-enabled strategies and person-focused CXM solutions that enhance your brand and improve your customer’s lives. Whether your goal is to increase the lifetime value and loyalty of your customers or make your operations more effective, Qualfon can help you succeed with tailor-made solutions that balance efficiency, scale, and empathy in equal measure.
About the Role

Overview

Job Title: ANALYST, REAL TIMEWork arrangement: On-site (Paco, Manila)Work schedule: Night shiftJob Summary Main Objectives and Duties:  

  • Communicates any system downtimes to all stakeholders.      - Escalates any system downtime and tool issues to the Qualfon and Account’s Management - Communicate effectively any information to Operations Team from Account’s Workforce Management during any downtime - Documents and sends the downtime summary report  

  • Monitor and manage intraday staffing levels for Client’s.       - Update the Operations with staffing every interval during the hours of operations - Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements - Monitor the actual staffing versus the scheduled Initiates to offer overtime if needed to meet the weekly FTE requirement  

  •  Monitor real-time ACD agent work state reports. - Responsible in calling out agents in non-adhering work states - Monitor and sends the Schedule Adherence performance alert or report to Operations - Monitor the Client’s approved discretionary activities of the agents work state - Management of auxiliaries' activities for any Verint related schedule changes  

  • Ensures the Split/Skill assignment of all agents.             - Runs a split/skill check at least twice a day to cross reference from the existing Skill Plan of the Account management - Accommodate Split/Skill change request to Account’s Workforce  

  • Accommodate and perform requests and assignments as directed.     - Ability to provide and complete requested assignments on a timely manner - Ensure all provided information requested are correct 

    • Qualifications

    - College Graduate or have completed at least 3 years of any related courses. - Knowledge on FTE projection and calculation - Keen to details - Ability to interact and relay instructions effectively to all levels of management - Working knowledge on Workforce Management and Operation process - Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool- Working knowledge on KPI calculation of the Operation- Working knowledge on KPI calculation of the Operation 

    Key Skills
    Workforce ManagementReal Time AnalysisIntraday Staffing ManagementSchedule Adherence MonitoringFTE ProjectionKPI CalculationAvaya CMS SupervisorACD ReportingMS OfficeVerintStakeholder CommunicationStaffing Optimization
    Categories
    Customer Service & SupportData & AnalyticsManagement & LeadershipAdministrative
    Job Information
    📋Core Responsibilities
    The role focuses on monitoring real-time ACD agent states and managing intraday staffing levels to meet operational requirements. It involves communicating system downtimes to stakeholders and ensuring correct skill assignments for all agents.
    📋Job Type
    full time
    📊Experience Level
    2-5
    💼Company Size
    10073
    📊Visa Sponsorship
    No
    💼Language
    English
    🏢Working Hours
    40 hours
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