WFM Strategist: Forecasting, Scheduling & Real-Time Ops

Angkas; Makati; On-site; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Flexible work

Meal perks

Gym access

Career growth

Competitive salary

Startup energy

Global team

Tech culture

Job summary

Angkas in the Philippines is seeking a Workforce Specialist Service Excellence to act as the operational backbone of BPO staffing. You’ll ensure the right number of agents with the right skills are in the right seats to handle customer interactions efficiently while controlling costs.

Responsibilities include forecasting, rostering, intraday management, adherence tracking, SLA protection, and insightful reporting to leadership and clients.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Minimum of 3 years of experience in WFM.
• Ability to work onsite; weekend escalation POC rotation.

Responsibilities

• Demand Forecasting: analyze data to predict future contact volumes and required staffing hours.
• Staff Scheduling & Rostering: build optimal shift patterns matching peak/slow periods.
• Real-Time (Intraday) Management: monitor dashboards and adjust staffing during spikes or outages.
• Adherence and Attendance Tracking: track logins, contacts, and breaks to ensure productivity.
• SLA Protection: meet/exceed metrics like 85% calls in 40 seconds or 5-min chat response.

Skills

Data analytics

Forecasting

Scheduling

Compliance knowledge

Communication

Problem-solving

Team collaboration

Education

Bachelor's degree in a relevant field

Tools

Excel

Google Sheets

WFM tools

Job description

Angkas in the Philippines is seeking a Workforce Specialist Service Excellence to act as the operational backbone of BPO staffing. You’ll ensure the right number of agents with the right skills are in the right seats to handle customer interactions efficiently while controlling costs.

Responsibilities include forecasting, rostering, intraday management, adherence tracking, SLA protection, and insightful reporting to leadership and clients.