Workforce Specialist Service Excellence

Angkas; Makati; On-site; 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

Hey, mabuhay!

Thanks for dropping by. We know looking for the right job can feel like being stuck in EDSA traffic, so we’ll keep it moving and get straight to the point.

With over 8 million downloads and a powerful network of thousand of dedicated biker-partners, we are a leading ride-hailing platform operating across the Philippines. Our vision is to end poverty in the Philippines through revolutionary transportation solutions. We aim to provide our customers with convenient, reliable, and safe rides, impacting millions of lives positively every single day.

Now, we’re looking for a Workforce Specialist Service Excellence. As a Workforce Specialist at Angkas, acts as the operational backbone and tactical "brain" of the Business Process Outsourcing (BPO) industry. Its primary objective is to ensure the right number of agents, with the right skills, are in the right seats at the right time to handle customer interactions efficiently while minimizing operational costs.

Responsible for

• Demand Forecasting:
  
  
  
  • Analyzes historical data, seasonal trends, marketing campaigns, and business cycles to predict future contact volumes (calls, chats, emails).
  
  
  • Calculates required staffing hours using standard formulas (e.g., Forecasted Volume \u00d7 Average Handle Time 360 secs)
  
  
  
  


• Staff Scheduling & Rostering:
  
  
  
  • Builds optimal shift patterns, breaks, and off-days to match predicted peak and slow periods.
  
  
  • Balances employee preferences, skill‑set requirements, and labor rules while minimizing overstaffing or understaffing.
  
  
  
  


• Real-Time (Intraday) Management:
  
  
  
  • Monitors live dashboards, queue lengths, average speed of answer (ASA), and abandon rates.
  
  
  • Responds immediately to unexpected call spikes, system outages, or high absenteeism by reallocating staff, moving breaks, or calling in overtime.
  
  
  
  


• Adherence and Attendance Tracking:
  
  
  
  • Tracks whether agents are logged in, handling contacts, or on scheduled breaks (aux/offline time) as planned.
  
  
  • Measures schedule adherence to make sure agents stay productive during paid hours.
  
  
  
  


• SLA (Service Level Agreement) Protection:
  
  
  
  • Ensures the Department meets or exceeds strict Management metrics (e.g., answering 85% of calls in 40 seconds, chats within 5 mins) to avoid potential cost
  
  
  
  


• Reporting and Analytics:
  
  
  
  • Generates operational scorecards, shrinkage tracking, attrition data, and productivity reports for internal leadership and external clients.
  
  
  • Evaluates long‑term efficiency to refine future labor planning and payroll accuracy.
  
  
  
  

At Angkas, we believe in giving our people the trust and flexibility to work in a way that helps them and their teams perform at their best. Whether you’re working onsite, remotely, or in a hybrid setup, we provide the flexibility, you bring the drive.

Let’s get this show on the road!

Key Skills

• Data Analytics on reading historical trends, tracking KPIs, and turning raw numbers into smart staffing decisions.


• Forecasting and Planning on predicting future workloads based on seasonality, business cycles, and past performance.


• Scheduling capability to building fair, cost‑effective shifts that match employee availability with real‑time operational needs.


• Compliance Knowledge to understanding labor laws, break rules, and overtime regulations to reduce legal risk.


• Software Proficiency to build templates and knowledge to use software WFM tools


• Communication in explaining complex staffing changes and schedule policies clearly to both workers and managers.


• Problem‑Solving on fixing sudden staffing gaps or emergency absences quickly without hurting productivity.


• Supporting team members, building trust, and boosting workplace morale.


• Prioritizing daily operational tasks while keeping an eye on long‑term goals.

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)

Work your way – Enjoy flexibility and the freedom to thrive in your role.

Work‑life balance – Build a career without sacrificing your personal life.

Free perks – Fuel up with free meals and stay active with gym access.

Grow fast – Unlock career advancement and promotion opportunities.

Get rewarded – Earn a competitive salary with opportunities for pay increases.

Start‑up energy – Be part of a fast‑moving, innovative team where your ideas matter.

Global vibes – Collaborate with a diverse, multicultural team in an agile workplace.

Tech‑driven culture – Work with modern tools and cutting‑edge technology that keep you ahead of the game.