Helpdesk & Workforce Planning Specialist

TASQ; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

TASQ is seeking a Workforce Management professional to monitor real-time queues and agent activity across channels in a fast-paced BPO/digital advertising environment. You will forecast volume, build schedules, and generate performance reports to ensure service levels are met.

Knowledge of ad campaigns and billing cycles will help anticipate shifts in workload. Responsibilities include capacity planning, shift management, and collaborating with cross-functional teams to optimize coverage and

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required.
• Equivalent combination of experience and education considered for candidates with demonstrated WFM or BPO operations expertise.

Responsibilities

• Real-Time Queue & Agent Activity Monitoring across chat, email, phone, and ticket channels.
• Workforce Forecasting & Capacity Planning using historical data and event calendars.
• Agent Scheduling & Shift Management to meet SLAs and policies.
• Service Level Analysis & Performance Reporting including SLA, queue health, occupancy, and AHT trends.
• Digital Advertising Operations Support to anticipate impact on inbound volume and adjust workforce plans.

Skills

Digital Advertising Knowledge

Workforce Management

CRM & Ticketing Systems

Data & Communication Skills

Education

Bachelor’s degree in Business Administration

Equivalency with relevant work experience (WFM/BPO)

Tools

Salesforce

Zendesk

Freshdesk

Job description

TASQ is seeking a Workforce Management professional to monitor real-time queues and agent activity across channels in a fast-paced BPO/digital advertising environment. You will forecast volume, build schedules, and generate performance reports to ensure service levels are met.

Knowledge of ad campaigns and billing cycles will help anticipate shifts in workload. Responsibilities include capacity planning, shift management, and collaborating with cross-functional teams to optimize coverage and