Real-Time Workforce Planner & Scheduling

PM Consulting; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

PM Consulting is seeking a Workforce Analyst for our Helpdesk Customer Support operations in the Philippines. You will monitor real-time queues, forecast demand, and manage schedules across multiple channels to ensure service level targets are met.

The role emphasizes data-driven insights, cross-functional collaboration, and continuous improvement in a fast-paced BPO environment. Requirements include 0–2 years in customer support or operations, a bachelor's degree or equivalent experience, and

Qualifications

• 0–2 years of experience in customer support, operations, workforce management, or related fields.
• Experience in a BPO, digital support, or high-volume service environment is preferred.
• Exposure to scheduling, forecasting, or operational reporting is an advantage.
• Experience supporting billing, compliance, or technical support functions is a plus.

Responsibilities

• Real-Time Queue & Workforce Monitoring: monitor live queues across chat, email, voice, and ticketing channels.
• Forecasting & Capacity Planning: develop short- and mid-term workload forecasts and translate into staffing requirements.
• Scheduling & Shift Management: design and maintain agent schedules aligned with forecasted demand.
• Performance Reporting & Service Level Analysis: generate reports on SL attainment, utilization, and trends.
• Digital Support Operations Alignment: apply understanding of digital advertising or online platform operations.
• Billing, Payments & Compliance Workload Planning: analyze volume trends for billing and compliance inquiries.
• Systems Administration (CRM & Workforce Tools): maintain workforce data and CRM dashboards.
• Shrinkage & Capacity Impact Management: track absences, training time, breaks, and downtime.
• Stakeholder Communication & Coordination: deliver daily operational briefings and coordinate with teams.
• Continuous Improvement & Process Optimization: identify inefficiencies and support automation initiatives.

Skills

Workforce Management

CRM systems

Data analysis

Communication in English

Education

Bachelor's degree in Business/Marketing/Communications

Experience considered in lieu of degree

Tools

Salesforce

Zendesk

Excel

Job description

PM Consulting is seeking a Workforce Analyst for our Helpdesk Customer Support operations in the Philippines. You will monitor real-time queues, forecast demand, and manage schedules across multiple channels to ensure service level targets are met.

The role emphasizes data-driven insights, cross-functional collaboration, and continuous improvement in a fast-paced BPO environment. Requirements include 0–2 years in customer support or operations, a bachelor's degree or equivalent experience, and