Customer Support & Workforce Optimization Analyst

TASQ Staffing Solutions; Taguig; On-site; PHP 390,600 - 558,000; Full time

Job summary

TASQ Staffing Solutions is seeking a professional for a workforce management role in Metro Manila, Philippines. The candidate will monitor real-time operations, create staffing forecasts, and manage agent schedules. Candidates should have a Bachelor's degree in Business Administration or a related field and experience in customer support or BPO environments. Knowledge in digital advertising processes, workforce management principles, and proficiency in CRM tools like Salesforce is essential for this role.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• Experience in customer support, technical support, or workforce management is preferred.
• Knowledge of digital advertising concepts and workforce management principles is essential.

Responsibilities

• Monitor live inbound contact queues to ensure coverage and service levels.
• Develop contact volume forecasts for staffing requirements.
• Build and maintain agent schedules across support teams.
• Produce operational performance reports on service levels and metrics.
• Support digital advertising operations and adjust workforce plans accordingly.

Skills

Digital Advertising Knowledge

Workforce Management

CRM & Ticketing Systems

Data & Communication Skills

Education

Bachelor's degree in Business Administration or related field

Tools

Salesforce

Zendesk

Microsoft Excel

Google Sheets

Job description

TASQ Staffing Solutions is seeking a professional for a workforce management role in Metro Manila, Philippines. The candidate will monitor real-time operations, create staffing forecasts, and manage agent schedules. Candidates should have a Bachelor's degree in Business Administration or a related field and experience in customer support or BPO environments. Knowledge in digital advertising processes, workforce management principles, and proficiency in CRM tools like Salesforce is essential for this role.