Helpdesk Customer Support - Workforce Manager

TASQ Staffing Solutions; Taguig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

TASQ Staffing Solutions is looking for an experienced Workforce Manager to lead the BPO Workforce Management function. The ideal candidate will define strategic direction, manage a team of Workforce Analysts, and own long-term forecasting and scheduling strategies. A Bachelor's degree in a relevant field and at least 2 years of experience in customer support or a related BPO role are required. Familiarity with digital advertising and a strong command of CRM tools are strongly preferred. The role is based in Metro Manila, Taguig.

Qualifications

• At least 2 years of experience in customer support or related BPO operations role.
• Experience in a digital advertising or online marketing environment is preferred.
• Demonstrated progression into team leadership or operations management roles.

Responsibilities

• Define and own the strategic direction of the BPO Workforce Management function.
• Directly manage and develop a team of Workforce Analysts.
• Own the organization's long-range and medium-term workforce forecasting function.
• Design scheduling strategies and shift architectures.
• Oversee real-time monitoring function to maintain service levels.

Skills

Digital Advertising & BPO Domain Knowledge

Workforce Management Systems & Scheduling

CRM, Ticketing & Multitasking

Communication & Leadership Skills

Education

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

Advanced degree (MBA or equivalent)

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.