WFM Lead, Digital Ad Support & Ops

Tasq Work; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Tasq Work is seeking a senior Workforce Manager/Lead to drive WFM strategy across digital advertising and customer support operations in the Philippines. You will lead forecasts, capacity planning, and real-time management, ensuring optimal staffing and SLA compliance across multi-channel contact centers.

The role requires building and coaching a team of Workforce Analysts, with strong expertise in forecasting methodologies, scheduling optimization, and CRM/ticketing platforms.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a closely related field.
• Advanced degree (MBA or equivalent) is a plus and may be considered alongside relevant operational management experience.
• 2+ years of experience in customer support, technical support, workforce management, or a related BPO operations role.

Responsibilities

• Define and own the strategic direction of the BPO Workforce Management function, building a comprehensive WFM operating model across all digital advertising and customer support operations.
• Directly manage, coach, and develop a team of Workforce Analysts with clear performance expectations.
• Own the organization's long-range and medium-term workforce forecasting function, producing staffing plans based on volume trends and roadmaps.
• Own the scheduling strategy, designing shift architectures, break structures, and multi-skill scheduling.
• Oversee real-time monitoring, ensuring queue health, agent adherence, and SLA performance across all channels and shifts.

Skills

WFM principles

Forecasting

Scheduling optimization

Real-time adherence

SLA management

CRM & ticketing

Leadership & coaching

Education

Bachelor's degree in Business Administration/Marketing/Communications

MBA or equivalent (plus)

Tools

Salesforce

Zendesk

Freshdesk

Job description

Tasq Work is seeking a senior Workforce Manager/Lead to drive WFM strategy across digital advertising and customer support operations in the Philippines. You will lead forecasts, capacity planning, and real-time management, ensuring optimal staffing and SLA compliance across multi-channel contact centers.

The role requires building and coaching a team of Workforce Analysts, with strong expertise in forecasting methodologies, scheduling optimization, and CRM/ticketing platforms.