Real-Time Workforce Manager (Hybrid)

Crescendo.ai

Metro Manila

Hybrid

PHP 480,000 - 780,000

Part time

4 days ago

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Benefits offered by this job

Hybrid working arrangements

Competitive base salary

Generous paid time off

Comprehensive benefits per country of住

Job summary

Crescendo.ai is seeking a Workforce Management Specialist to optimize staffing for an omnichannel support operation. You will forecast Call Center needs, assign agents by skills, and balance resources in real time and for future planning.

The role emphasizes data-driven decisions, Excel/Sheets proficiency, and reporting expertise. The ideal candidate will interpret data, communicate findings to leadership, and drive improvements across CX metrics while thriving in a fast-paced, hybrid setting.

Qualifications

2-3+ years experience in a BPO organization, as part of workforce management within a customer support or contact center.
Solid knowledge of Google Sheets and workforce planning tools.
Familiarity with data warehousing tools like Metabase, Looker, etc.
Organized, highly analytical, and detail-oriented.
Strong written and verbal communication skills; ability to simplify complex information.

Responsibilities

Monitor call/chat/email volume, attendance, and break schedules to distribute workload efficiently.
Monitor and maintain agent adherence using available systems.
Collaborate with operations to identify cases impacting performance.
Track absenteeism and report to workforce team.
Coordinate off-phone activities like meetings and training events.
Provide ongoing internal communications on load balancing in real time and historically.