Workforce Management Specialist (Proj Based)| Hybrid

Partner Hero Philippines Corporation; Metro Manila; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid working arrangements

Competitive base salary

Generous paid time off

Comprehensive benefits package

Job summary

Crescendo is seeking a Workforce Management Specialist to manage real-time and intraday staffing, ensuring adequate agents to meet forecasted call volumes and service levels. You will interpret data, adjust staffing plans, and balance resources across shifts, collaborating with operations and leadership.

The ideal candidate has 2-3+ years in BPO workforce management, strong Excel/Sheets skills, and experience with data tools (Metabase/Looker) and CX platforms.

Qualifications

• 2-3+ years experience in a BPO organization, in workforce management for customer support/call center.
• Solid knowledge of Google Sheets and workforce planning tools.
• Experience with data warehousing tools (e.g., Metabase, Looker).
• Knowledge of data visualization platforms and CX/CRM tools.
• Experience with SaaS platforms is a plus.

Responsibilities

• Monitor call/chat/email volume, attendance, and break schedules to optimize distribution of resources.
• Maintain agent adherence using available systems.
• Collaborate with operations and leadership to flag performance-impacting cases.
• Track absenteeism and coordinate off-phone activity scheduling.
• Provide real-time and historical load balancing updates to Leadership.
• Contribute to process and service improvement initiatives.

Skills

Analytical thinking

Written communication

Multitasking

Self-motivated

Leadership

Tools

Google Sheets

Metabase

Looker

Tableau

Data Studio

Power BI

Plotly

Zendesk

Salesforce

Help Scout

Freshdesk

Job description

Role Details

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:

• Monitor call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources


• Monitor and maintain agent adherence through the use of available systems


• Work closely with the operations and leadership teams to identify individual cases that might impact team performance


• Track absenteeism as reported to the workforce team


• Coordinate off-phone agent activity scheduling, such as team meetings and training events


• Proactively provide ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically


• Generate ideas for process and service improvement planning


• Participate in and contribute to performance improvement activities


• Complete daily, biweekly, and monthly internal reports


• Sense trends in real-time to give clarity to PartnerHero and the partner's teams, and identifying opportunities for process and structure improvements


• Assist with projects and other duties as requested or assigned


• Assist in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates


• Review and adhere to 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