WFM Specialist, Service Excellence (Hybrid)

Angkas; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Free meals

Gym access

Job summary

Angkas is seeking a Workforce Specialist Service Excellence to optimize staffing for its growing BPO operations in the Philippines. You will forecast demand, schedule agents, and manage real-time intraday operations to deliver fast, reliable customer interactions.

The role requires strong data analytics, forecasting, and scheduling skills, plus knowledge of labor regulations. You’ll collaborate with teams onsite, remotely, or in hybrid setups to balance cost and service levels.

Qualifications

• Bachelor's degree in a relevant field, or equivalent reporting.
• Minimum of 3 years of experience in WFM.
• Ability to work under pressure, meet deadlines, and achieve team targets.
• Amenability to work onsite; working on weekends as Escalation POC (rotation based).

Responsibilities

• Demand Forecasting: Analyzes historical data, trends, and campaigns to predict future contact volumes.
• Staff Scheduling & Rostering: Builds optimal shift patterns balancing workloads and labor rules.
• Real-Time (Intraday) Management: Monitors dashboards, queue lengths, ASA, and abandon rates.
• Adherence and Attendance Tracking: Tracks login status and schedule adherence.
• SLA Protection: Ensures metrics meet targets to avoid cost and service gaps.
• Reporting and Analytics: Generates scorecards, shrinkage, attrition, and productivity reports.

Skills

Data analytics

Forecasting

Scheduling

Compliance knowledge

WFM tools

Communication

Problem solving

Education

Bachelor's degree in a relevant field

Tools

WFM software

Job description

Angkas is seeking a Workforce Specialist Service Excellence to optimize staffing for its growing BPO operations in the Philippines. You will forecast demand, schedule agents, and manage real-time intraday operations to deliver fast, reliable customer interactions.

The role requires strong data analytics, forecasting, and scheduling skills, plus knowledge of labor regulations. You’ll collaborate with teams onsite, remotely, or in hybrid setups to balance cost and service levels.