Workforce Management Specialist (Proj Based)

Crescendo.ai; Metro Manila; Ibrido; PHP 480.000 - 780.000; Part-time

Vantaggi offerti da questo lavoro

Hybrid working arrangements

Competitive base salary

Generous paid time off

Comprehensive benefits per country of住

Descrizione del lavoro

Crescendo.ai is seeking a Workforce Management Specialist to optimize staffing for an omnichannel support operation. You will forecast Call Center needs, assign agents by skills, and balance resources in real time and for future planning.

The role emphasizes data-driven decisions, Excel/Sheets proficiency, and reporting expertise. The ideal candidate will interpret data, communicate findings to leadership, and drive improvements across CX metrics while thriving in a fast-paced, hybrid setting.

Competenze

• 2-3+ years experience in a BPO organization, as part of workforce management within a customer support or contact center.
• Solid knowledge of Google Sheets and workforce planning tools.
• Familiarity with data warehousing tools like Metabase, Looker, etc.
• Organized, highly analytical, and detail-oriented.
• Strong written and verbal communication skills; ability to simplify complex information.

Mansioni

• Monitor call/chat/email volume, attendance, and break schedules to distribute workload efficiently.
• Monitor and maintain agent adherence using available systems.
• Collaborate with operations to identify cases impacting performance.
• Track absenteeism and report to workforce team.
• Coordinate off-phone activities like meetings and training events.
• Provide ongoing internal communications on load balancing in real time and historically.

Conoscenze

Google Sheets

Data analysis

Workforce management

Customer support

CX metrics

Data visualization

Tableau

Power BI

Looker

Zendesk

Salesforce

Help Scout

Freshdesk

Strumenti

Tableau

Power BI

Looker

Data Studio

Plotly

Zendesk

Salesforce

Help Scout

Freshdesk

Descrizione del lavoro

Role Details

Location: Metro Manila, Philippines
Work Arrangement: Hybrid
Type of Support: Omnichannel
Contract Duration:Temporary
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: ASAP

About Us

Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.
Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.
Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact.
Join us and help shape what comes next.

About The Role

A Workforce Management Specialist is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.

The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.

What you’ll do:

• Monitorcall/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources
• Monitorand maintainagent adherence through the use of available systems
• Workclosely with the operations and leadership teams to identify individual cases that might impact team performance
• Trackabsenteeism as reported to the workforce team
• Coordinateoff-phone agent activity scheduling, such as team meetings and training events
• Proactively provideongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically
• Generateideas for process and service improvement planning
• Participatein and contributeto performance improvement activitiesCompletedaily, biweekly, and monthly internal reports
• Sensetrends in real-time to give clarity to PartnerHero and the partner'steams, and identifying opportunities for process and structure improvements
• Assistwith projects and other duties as requested or assigned
• Assistin implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates
• Reviewand adhereto all Company policies and procedures and the Employee Handbook

What we expect from you:

• 2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment
• Solid knowledge of Google Sheets, and Workforce planning tools
• Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
• Organized, super analytical, and detail-oriented
• Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
• Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
• Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
• A high degree of comfort with data - obtaining, analyzing, and reporting
• Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data Studio, Power BI and Plotly
• Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
• Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
• Knowledge and experience working on SaAS platforms is good to have but not required
• A leader that can build a strategic vision and generate buy-in through influential storytelling
• Experienced in selecting, implementing, and optimizing customer experience and workforce management technology
• Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
• An optimistic, high-energy problem solver who pursues sustainable long-term solutions
• Self-motivated - you don't look for direction, you make it happen

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.

Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.

We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at [e-mail].

Privacy Notice

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