No salary information is indicated for this ad.
Suva, Central Division, Fiji Islands
Any
18 years old and above
Date Posted: Nov 20, 2025
Job Description
- ●Develop and maintain accurate forecasts of information volumes and staffing requirements across all global centers.
- ●Monitor real-time operational performance, making proactive staffing or routing adjustments to ensure service level targets are met.
- ●Collaborate with regional analysts and local managers to achieve optimal resource allocation. ●Maintain and optimize telephony platforms, including call routing logic and configurations.
- ●Investigate and resolve call routing discrepancies or performance anomalies in a timely manner.
- ●Ensure full adherence to all contractual service level agreements (SLAs) across regions. ●Monitor global operational metrics and initiate timely corrective actions to address variances.
- ●Participate in daily operations calls, escalating potential risks or service challenges proactively.
- ●Develop both short-term and long-term forecasts based on historical data trends and current business inputs.
- ●Provide monthly staffing plans, including training schedules and skills deployment timelines. ●Maintain updated intraday forecasts and planning models to optimize break schedules and manage shrinkage.
- ●Generate and deliver daily / weekly performance dashboards, end-of-month reporting, and full-time equivalent (FTE) utilization updates.
- ●Support annual and quarterly budget planning through detailed headcount modelling.
- ●Analyse performance data, seasonal trends, and operational metrics to identify opportunities for process improvement.
- ●Deliver statistical reports and actionable insights to support strategic business decisions. ●Liaise with internal and external stakeholders to report on key performance indicators and propose recommendations for optimization.
- ●Provide analytical support to Sales and Marketing teams in evaluating new business opportunities or client proposals.
- ●Collaborate with departments such as IT, HR, and client teams to manage operational transitions and system changes.
- ●Actively participate in cross-functional meetings and contribute to the development and execution of strategic initiatives.
- ●Ensure alignment of agent schedules with training plans, skill requirements, and evolving business needs.
- ●Requirement Accuracy Rate: % of requirements that result in successful implementation without rework.
- ●Data Analysis Accuracy: % of reports or insights delivered without errors or data discrepancies.
- ●Turnaround Time: Average time taken to complete analysis, reports, or requirements documentation.
- ●Project Delivery Timeliness: % of deliverables completed on or before agreed deadlines.
- ●Response Time to Requests: Speed in responding to ad hoc data or analysis needs from stakeholders.
- ●Process Improvement Impact: Number or value of processes optimized (e.g., cost reduction, time saved).
- ●Business Insight Adoption: % of recommendations that are implemented or acted upon by decision-makers.
- KPI Uplift from Insights: Measurable performance improvement as a result of delivered insights (e.g., improved NPS, reduced churn, higher sales conversion).
- ●Strong analytical and quantitative skills ●Proficiency in workforce management systems and data tools (e.g., Excel, SQL, BI tools like Power BI, Tableau).
- ●Excellent communication and stakeholder management ●Ability to interpret complex data and provide actionable insights
Job Qualifications
- A minimum of 5 year(s) of working experience is required.
- Candidates must be a Bachelor's / College Degree holder in Business Studies/Administration/Management or similar fields.
- 3–5 years of experience in workforce planning, data analysis, or business intelligence roles within BPOs, or service delivery environments
- Bachelor’s degree in Statistics, Mathematics, Business Analytics, Operations Management, or a related field
- Postgraduate qualification (e.g., Master’s in Data Science, Business Intelligence, or Workforce Strategy) is highly desirable
- Experience working in multi-site or global operations is a strong advantage
- Proven track record in forecasting, scheduling, and performance reporting
Additional Information
- Please indicate your active mobile information for you to reach as soon as possible.
- Salary is negotiable in accordance with qualification and experience
- No placement Fee, No Salary Deduction, Free food Allowance, Free Accommodation, Free Transportation
Principal / Employer
Centrecom PTE Limited
Principal / Employer Address
suva
Placement Fee
This job has no placement fee.
For manpower pooling only. No fees in any form and/or purpose will be collected from the applicants. Beware of illegal recruiters and human traffickers.
Agency Details
Unit 701, 702 7th Floor, Pryce Center Building 1179 Chino Roces Avenue Cor Bagtikan St. San Antonio Village Makati., Makati City, Metro Manila, Philippines
POEA-019-LB-021521-R
QUESTCORE INC. is a Filipino-owned corporation, established in September 2008, primarily to engage in the provision and development of human resources, involving all types of professionals, technical personnel and skilled craftsmen for overseas employments. It is duly licensed by the Philippine Overseas Employment Administration (POEA) of the Department of Labor and Employment (DOLE).Envisioned to meet the ever-growing need of the overseas employment market, QUESTCORE is gearing up for the demand of competent and highly skilled personnel in various fields, i.e. land based construction, health, information technology and other types of industrial operations. We put value to not only ensuring the knowledge and expertise of our professional personnel but also to ensuring their capability to be able to adapt to the demanding work conditions, numerous challenges, and diverse cultures they will be faced with, hand-in-hand with our foreign clients in meeting their needs and expectations to ensure the utmost satisfaction of our foreign clients , while at the same time, we are able to provide protection for our overseas personnel and help care for their families.
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Reminder
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