Workforce Management Analyst

About the Job

We are seeking an experienced WFM Analyst/ Workforce Supervisor or QA specialist to support and optimize a high-performance inside sales call center environment. This role is responsible for maintaining script adherence, schedule adherence, workforce optimization, queue management, campaign performance, and overall sales floor operational effectiveness while fostering a positive, motivating, and professional culture. The ideal candidate has strong experience analyzing telephony and queue performance reports, improving workforce utilization, minimizing abandonment rates, and coaching agents in a constructive and performance-driven manner.

Qualified candidate should be based in Cebu.

Key Responsibilities:

• Monitor and manage real-time call center operations to ensure optimal service levels, low abandonment rates, and efficient workforce utilization.

• Track and enforce script adherence, schedule adherence, attendance, and overall sales floor discipline while maintaining a positive team environment.

• Analyze telephony reports, queue reports, workforce management data, and campaign metrics to identify trends, risks, and performance opportunities.

• Optimize outbound and inbound campaign performance through staffing recommendations, dialing strategy adjustments, and operational improvements.

• Provide real-time guidance and operational support to sales agents and team leads to improve productivity and conversion performance.

• Work collaboratively with leadership to identify operational gaps and provide actionable recommendations for process improvement.

• Monitor agent performance KPIs including occupancy, utilization, conversion rates, call handling behaviors, schedule adherence, and quality metrics.

• Partner with training and quality assurance teams to reinforce scripting, sales techniques, and compliance expectations.

• Assist in forecasting staffing requirements based on call volume trends, campaign activity, and business objectives.

• Prepare and present operational reports and workforce insights to leadership on a regular basis.

• Support escalations, workflow management, and staffing adjustments during peak periods or operational disruptions.

• Create a professional and supportive sales floor culture focused on accountability, performance improvement, and employee engagement.

• Ensure agents remain productive and aligned with campaign goals while minimizing burnout and negative morale.

• Recommend technology, reporting, workflow, and process enhancements that improve operational performance and customer experience.

Required Qualifications:

• Experience in workforce management, sales operations supervision, or call center operations leadership.
• Previous experience supporting inside sales or outbound sales call center environments.
• Must have Five9 administrative experience around:

Building and managing IVR paths

Configuring campaign ratios

Other Five9 administration and system configuration tasks

• Proven ability to analyze and interpret telephony reports, queue reports, abandonment metrics, occupancy
• rates, and utilization data.
•  Experience with campaign optimization, staffing strategies, and performance improvement initiatives.
•  Strong coaching and communication skills with the ability to motivate agents without creating a negative work
• environment.
•  Ability to provide operational insights and strategic recommendations to leadership teams.
•  Advanced proficiency with Excel, reporting dashboards, CRM systems, and workforce management tools.
•  Strong organizational skills with the ability to multitask in a fast-paced environment.
•  Excellent written and verbal English communication skills.
•  Experience working with remote or hybrid call center teams is preferred.

Preferred Skills & Competencies:

•  Real-time workforce management (RTA) expertise
•  Forecasting and scheduling knowledge
•  Campaign analytics and performance optimization
•  Data-driven decision making
•  Positive leadership and coaching
•  Conflict resolution and team engagement
•  Operational reporting and KPI analysis
•  Performance management and accountability
•  Process improvement mindset

Success Metrics:

•  Improved schedule adherence and script compliance
•  Reduced call abandonment rates
•  Optimized agent utilization and occupancy
•  Improved campaign conversion performance
•  Higher overall sales floor productivity
•  Positive employee engagement and retention
•  Timely operational reporting and actionable insights