FJD 24.04 per hour
Suva, Central Division, Fiji Islands
Any
18 years old and above
Date Posted: Jan 08, 2026
Job Description
- Develop short- and long-term volume forecasts across all communication channels, including voice, email, chat, and SMS.
- Use a combination of historical trends, business inputs, and seasonality patterns to produce accurate demand forecasts aligned with business goals.
- Apply quantitative models such as Erlang C, trend analysis, and scenario planning to predict staffing requirements.
- Proactively identify gaps or risks in coverage and communicate these to Operations, Recruitment, and other relevant stakeholders.
- Monitor shrinkage levels and re-forecast as necessary, maintaining historical data for post-mortem analysis and continuous improvement.
- Create efficient, agent-centric schedules using WFM tools (e.g., Verint, NICE, Genesys, etc.). Monitor intraday activity and adjust staffing based on call volume spikes or agent availability.
- Optimize break and shift structures based on skill and business needs. Own the Command Center view—identify and respond to service level threats in real-time. Coordinate with CCPAs and Team Leads to redistribute resources as needed.
- Generate actionable reports on KPIs such as forecast accuracy, service levels, and productivity.
- Deliver insights and actionable reports to leadership on occupancy, shrinkage, adherence, and capacity planning.
- Track and report SLA and KPI performance metrics, offering proactive solutions to maintain targets.
- Act as the WFM liaison with HR, Operations, Training, and QA to ensure alignment and continuous improvement.
- Support compliance, scaling, and business continuity initiatives. Lead and coach team (optional, if applicable) of WFM specialists or schedulers.
- Drive continuous improvement through automation, tool optimization, and scenario planning. Focus on cost-efficiency and resource right-sizing.
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.
- 5+ years of experience in workforce management, preferably in a multi-site or BPO environment.
- Degree in Business, Operations Management, or a related field is desirable
- Lean Six Sigma or similar continuous improvement certification is a plus.
- Experience working across different time zones or with remote teams
- Proven experience using workforce management systems (e.g., Verint, Genesys, NICE, Ringcentral, Avaya or similar cloud and on premise).
- Strong analytical and problem-solving skills, with an ability to interpret complex data sets and make sound decisions
- Excellent leadership and stakeholder management capabilities
- Demonstrated experience in acting as a second in charge or stepping into a senior leadership role during periods of transition.
- Exceptional communication skills, both verbal and written.
- Ability to thrive in a fast-paced, evolving environment with a solutions-focused mindset.
- Technical Skills: Proficiency in WFM tools (e.g., NICE, Verint, IEX, Genesys), Excel (pivot tables, VLOOKUP), and BI tools (Power BI, Tableau).
- Analytical Skills: Strong in data interpretation, trend analysis, and root cause diagnosis.
- Leadership & Communication: Proven ability to lead teams, influence stakeholders, and communicate effectively.
- Adaptability: Comfortable in fast-paced, 24/7, multi-channel environments.
Additional Information
- Please indicate your active mobile information for you to reach as soon as possible.
- No placement Fee, No Salary Deduction, Free food Allowance, Free Accommodation, Free Transportation
Principal / Employer
Centrecom PTE Limited
DMW (formerly POEA) Registration / Accreditation No.
10469447
Principal / Employer Address
suva
Placement Fee
Please be reminded that as per DMW (formerly POEA) regulations, the placement fee is up to a maximum of one (1) month's salary.
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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