Hybrid Workforce Management Analyst | Customer Ops

MicroSourcing; Pasig; Hybrid; PHP 334,800 - 580,320; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Hybrid work setup

Job summary

MicroSourcing in Ortigas, Pasig City is seeking a Workforce Management Analyst to support customer service, administrative tasks, and daily operations. The role emphasizes delivering exceptional service while collaborating with the team to meet staffing and process requirements.

After training, you will work with independence and contribute to client satisfaction, staff retention, and alignment with industry trends in a hybrid, shifting environment.

Qualifications

• Strong customer service mindset and professional communication with clients and staff.
• Ability to work well in a team and contribute to shared goals.
• General administration knowledge and procedural understanding.
• Professional phone etiquette; prior customer service experience preferred.
• Strong multitasking ability and composure under pressure.
• High attention to detail in digital work and staff communication.
• Basic computer skills and adaptability to new systems.

Responsibilities

• Manage incoming phone calls, including client booking/shift requests and enquiries from existing or prospective staff, ensuring high customer service standards.
• Maintain accurate records within the database as trained.
• Monitor, action, and respond to client emails and online booking platform notifications.
• Conduct regular check-ins with clients to confirm staffing requirements and support staff retention.
• Collaborate with team members to complete shared tasks and improve workflow efficiency.
• Complete daily and weekly task lists as assigned.
• Communicate follow-ups to the team via TEAMS during business hours (9am–5pm) or at shift end.
• Follow all directions and comply with company policies and OH&S guidelines.

Skills

Customer service

Teamwork

Administration

Phone etiquette

Multitasking

Attention to detail

Computer literacy

Job description

MicroSourcing in Ortigas, Pasig City is seeking a Workforce Management Analyst to support customer service, administrative tasks, and daily operations. The role emphasizes delivering exceptional service while collaborating with the team to meet staffing and process requirements.

After training, you will work with independence and contribute to client satisfaction, staff retention, and alignment with industry trends in a hybrid, shifting environment.