Remote Workforce Management Specialist

MicroSourcing; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage

Paid time-off

Group life insurance

Performance bonuses

Collaborative spirit

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing in Metro Manila is hiring a Customer Specialist - Workforce Management to join our remote day-shift team. You will monitor queues, manage intraday scheduling, and support real-time performance across channels.

Ideal candidates have 1–2 years in online customer support, strong English, and solid Workforce Management experience. You’ll thrive in a collaborative, inclusive culture with growth opportunities and competitive rewards.

Qualifications

• 1–2 years’ experience handling customer queries online, ideally in a call-center environment.
• 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

Workforce Management

English fluency

Customer support

Multi-channel support

Communication skills

Attention to detail

Policy adherence

Job description

MicroSourcing in Metro Manila is hiring a Customer Specialist - Workforce Management to join our remote day-shift team. You will monitor queues, manage intraday scheduling, and support real-time performance across channels.

Ideal candidates have 1–2 years in online customer support, strong English, and solid Workforce Management experience. You’ll thrive in a collaborative, inclusive culture with growth opportunities and competitive rewards.