Helpdesk Customer Support - Workforce Manager

Philippines·TaguigFull-time

OtherWorkforce Manager

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Key Responsibilities

Digital Advertising & BPO Domain Knowledge: Strong working knowledge of digital advertising concepts: camp

Requirements Summary

Education Bachelor's degree in Business Administration, Marketing, Communications, or a closely related field.

Technical Tools

OtherWorkforce Manager

~1 min read

Bachelor's degree in Business Administration, Marketing, Communications, or a closely related field.
Advanced degree (MBA or equivalent) is a plus and may be considered alongside relevant operational management experience.

At least 2 years of experience in customer support, technical support, workforce management, or a related BPO operations role.
Experience within a digital advertising, BPO, or online marketing environment is strongly preferred; familiarity with advertiser support workflows and digital platform-driven contact demand is highly valued.
Demonstrated progression into team leadership, WFM supervision, or operations management responsibilities.
Prior experience managing or significantly contributing to a workforce management function — including scheduling, forecasting, or real-time monitoring — in a multi-channel BPO environment is a strong advantage.
Experience supporting or managing teams that handle billing, payment processing, or compliance-related customer queries is preferred.

Digital Advertising & BPO Domain Knowledge: Strong working knowledge of digital advertising concepts: campaign structures, ad formats, billing cycles, advertiser lifecycle management, targeting options, and common support query categories.

Workforce Management Systems & Scheduling: Working knowledge of WFM principles: forecasting methodologies, capacity planning frameworks, scheduling optimization, real-time adherence monitoring, and SLA performance management.

CRM, Ticketing & Multitasking: Proficiency with CRM and ticketing platforms such as Salesforce, Zendesk, Freshdesk, or equivalent — including queue management views, agent activity monitoring, performance reporting, and workflow configuration.

Communication & Leadership Skills: Excellent written English with the ability to produce executive-quality operational reports, client-facing performance summaries, scheduling policy documents, and agent-facing communications.

~1 min read

Define and own the strategic direction of the BPO Workforce Management function, building a comprehensive WFM operating model that encompasses forecasting, scheduling, real-time management, and performance reporting across all digital advertising and customer support operations.

Directly manage, coach, and develop a team of Workforce Analysts, setting clear performance expectations, conducting structured reviews, and building individual growth plans that develop both WFM technical skills and operational judgment.

Own the organization's long-range and medium-term workforce forecasting function, producing monthly, quarterly, and annual staffing plans based on volume trend analysis, digital advertising platform roadmaps, seasonal patterns, and program growth projections.

Own the scheduling strategy for the BPO operation, designing shift architectures, break structures, and multi-skill scheduling frameworks that optimize coverage against forecasted demand while meeting contractual SLA requirements, labor regulations, and agent welfare standards.

Oversee the real-time monitoring function, ensuring the analyst team maintains continuous visibility of queue health, agent adherence, and service level performance across all channels and shifts throughout every operating day.