Hybrid Workforce Manager — Real-Time Resource Optimization

Partner Hero Philippines Corporation; Metro Manila; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid working arrangements

Competitive base salary

Generous paid time off

Comprehensive benefits package

Job summary

Crescendo is seeking a Workforce Management Specialist to manage real-time and intraday staffing, ensuring adequate agents to meet forecasted call volumes and service levels. You will interpret data, adjust staffing plans, and balance resources across shifts, collaborating with operations and leadership.

The ideal candidate has 2-3+ years in BPO workforce management, strong Excel/Sheets skills, and experience with data tools (Metabase/Looker) and CX platforms.

Qualifications

• 2-3+ years experience in a BPO organization, in workforce management for customer support/call center.
• Solid knowledge of Google Sheets and workforce planning tools.
• Experience with data warehousing tools (e.g., Metabase, Looker).
• Knowledge of data visualization platforms and CX/CRM tools.
• Experience with SaaS platforms is a plus.

Responsibilities

• Monitor call/chat/email volume, attendance, and break schedules to optimize distribution of resources.
• Maintain agent adherence using available systems.
• Collaborate with operations and leadership to flag performance-impacting cases.
• Track absenteeism and coordinate off-phone activity scheduling.
• Provide real-time and historical load balancing updates to Leadership.
• Contribute to process and service improvement initiatives.

Skills

Analytical thinking

Written communication

Multitasking

Self-motivated

Leadership

Tools

Google Sheets

Metabase

Looker

Tableau

Data Studio

Power BI

Plotly

Zendesk

Salesforce

Help Scout

Freshdesk

Job description

Crescendo is seeking a Workforce Management Specialist to manage real-time and intraday staffing, ensuring adequate agents to meet forecasted call volumes and service levels. You will interpret data, adjust staffing plans, and balance resources across shifts, collaborating with operations and leadership.

The ideal candidate has 2-3+ years in BPO workforce management, strong Excel/Sheets skills, and experience with data tools (Metabase/Looker) and CX platforms.