Workforce Management Lead - Helpdesk & Digital Ad Support

TASQ Staffing Solutions; Taguig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

TASQ Staffing Solutions is looking for an experienced Workforce Manager to lead the BPO Workforce Management function. The ideal candidate will define strategic direction, manage a team of Workforce Analysts, and own long-term forecasting and scheduling strategies. A Bachelor's degree in a relevant field and at least 2 years of experience in customer support or a related BPO role are required. Familiarity with digital advertising and a strong command of CRM tools are strongly preferred. The role is based in Metro Manila, Taguig.

Qualifications

• At least 2 years of experience in customer support or related BPO operations role.
• Experience in a digital advertising or online marketing environment is preferred.
• Demonstrated progression into team leadership or operations management roles.

Responsibilities

• Define and own the strategic direction of the BPO Workforce Management function.
• Directly manage and develop a team of Workforce Analysts.
• Own the organization's long-range and medium-term workforce forecasting function.
• Design scheduling strategies and shift architectures.
• Oversee real-time monitoring function to maintain service levels.

Skills

Digital Advertising & BPO Domain Knowledge

Workforce Management Systems & Scheduling

CRM, Ticketing & Multitasking

Communication & Leadership Skills

Education

Bachelor's degree in Business Administration, Marketing, Communications, or closely related field

Advanced degree (MBA or equivalent)

Tools

Salesforce

Zendesk

Freshdesk

Job description

TASQ Staffing Solutions is looking for an experienced Workforce Manager to lead the BPO Workforce Management function. The ideal candidate will define strategic direction, manage a team of Workforce Analysts, and own long-term forecasting and scheduling strategies. A Bachelor's degree in a relevant field and at least 2 years of experience in customer support or a related BPO role are required. Familiarity with digital advertising and a strong command of CRM tools are strongly preferred. The role is based in Metro Manila, Taguig.