Helpdesk Customer Support - Workforce Manager

TASQ; Manila; On-site; PHP 1,562,000 - 2,120,000; Full time

Job summary

TASQ in Manila, Philippines seeks an experienced WFM Program Leader to drive strategic direction for workforce management across digital advertising and customer support operations.

You will lead a team, develop long-range capacity plans, and design shift architectures that optimize coverage, adhere to SLAs and labor rules, and enhance agent welfare.

Qualifications

• 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.
• 2+ years in customer support, technical support, workforce management, or related BPO operations.
• Experience in digital advertising, BPO, or online marketing environment preferred.
• Leadership progression into WFM supervision or operations management responsibilities.
• Experience managing or contributing to a workforce management function—scheduling, forecasting, or real-time monitoring—in a multi-channel BPO.
• Experience supporting or managing teams handling billing, payment processing or compliance queries.

Responsibilities

• Define and own the strategic direction of the BPO Workforce Management function, building a WFM operating model across forecasting, scheduling, realtime management, and reporting.
• Directly manage, coach, and develop a team of Workforce Analysts with clear performance expectations.
• Own long-range forecasting and capacity planning, producing staffing plans based on volume trends, platform roadmaps, seasonality, and growth projections.
• Design shift architectures and multi-skill scheduling to optimize coverage while meeting SLAs, regulations, and welfare standards.
• Oversee real-time monitoring and intraday control to maintain queue health, adherence, and service levels.

Skills

Digital Advertising & BPO domain

WFM systems & scheduling

CRM & ticketing

Leadership & communication

Education

Bachelor's degree in Business Administration / Marketing / Communications

MBA or advanced degree (plus operations exp.)

Tools

Salesforce

Zendesk

Freshdesk

Job description

Qualifications:

Education

• 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.

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.

Knowledge & Technical Skills:

• 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.

Roles & Responsibilities:

1. WFM Program Strategy & Operational Leadership

• 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.

2. Workforce Analyst Team Management & Development

• 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.

3. Strategic Forecasting & Long-Range Capacity Planning

• 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.

4. Scheduling Strategy & Shift Architecture

• 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.

5. Real-Time Operations Management & Intraday Control

• 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.