Remote Workforce Management Specialist

MicroSourcing; Manila; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Specialist to join our remote team in Metro Manila, working the day shift. You will handle inquiries across channels, support workforce management, and contribute to service levels.

With 1–2 years in online customer queries and fluent English, you will monitor queues, assist with staffing adjustments, and report performance while growing with a diverse, inclusive company.

Qualifications

• 1–2 years’ experience handling customer queries online.
• Fluency in English (verbal and written).
• Workforce Management experience is a must.
• Ability to handle customer inquiries across multiple channels.
• Excellent verbal and written communication skills.
• Proven ability to identify problems and raise them for a solution.
• Strong attention to detail and accuracy when reviewing information, documents, and claims.
• Ability to follow policies, procedures, and guidelines when handling claims and customer requests.

Responsibilities

• Monitor live voice, chat, and email queues; track service levels and adherence in real time.
• Make intraday adjustments (breaks, schedule shifts, channel reallocation) to protect SLAs.
• Escalate volume spikes, staffing gaps, or system issues as they arise.
• Support demand forecasting and staffing plans across all channels.
• Report on real-time and historical performance; flag causes of SLA or staffing variances.
• Recommend staffing, scheduling, and process improvements to leadership and operations.

Skills

English fluency

Online customer queries

Workforce Management

Multi-channel support

Tools

CRM software

Job description

MicroSourcing is seeking a Customer Specialist to join our remote team in Metro Manila, working the day shift. You will handle inquiries across channels, support workforce management, and contribute to service levels.

With 1–2 years in online customer queries and fluent English, you will monitor queues, assist with staffing adjustments, and report performance while growing with a diverse, inclusive company.