Workforce Strategy Specialist: WFM & Real-Time Operations

Angkas (DBDOYC, Inc); Makati; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Free meals

Gym access

Career growth opportunities

Competitive salary

Job summary

Angkas is seeking a Workforce Specialist Service Excellence in Makati to ensure the right number of agents with the right skills are in the right seats, balancing costs and service levels. The role supports onsite, remote, or hybrid work arrangements to keep operations efficient and responsive.

Key responsibilities include forecasting workload, building fair schedules, monitoring intraday metrics, and reporting on performance for leadership and clients.

Qualifications

• Bachelor's degree in a relevant field; reporting background preferred.
• Minimum 3 years of experience in workforce management (WFM).
• Proven ability to forecast demand, schedule staffing, and manage real-time intraday operations.
• Knowledge of labor laws, breaks, and overtime regulations for compliant staffing.
• Proficient with workforce management software and data analytics tools.
• Strong communication skills to explain staffing changes to workers and managers.
• Adept at solving staffing gaps quickly without impacting productivity.

Responsibilities

• Demand Forecasting: analyze data, trends, and campaigns to predict contact volumes.
• Staff Scheduling & Rostering: create optimal shift patterns respecting rules and preferences.
• Real-Time (Intraday) Management: monitor dashboards, adjust staffing for spikes/outages.
• Adherence and Attendance Tracking: verify login times and scheduled breaks.
• SLA Protection: meet targets for call/chat handling to avoid costs.
• Reporting and Analytics: produce scorecards, shrinkage, attrition, and productivity reports.

Skills

Data Analytics

Forecasting

Scheduling

Compliance

WFM tools

Communication

Problem-Solving

Team Support

Prioritization

Education

Bachelor's degree in a relevant field

Tools

WFM tools

Job description

Angkas is seeking a Workforce Specialist Service Excellence in Makati to ensure the right number of agents with the right skills are in the right seats, balancing costs and service levels. The role supports onsite, remote, or hybrid work arrangements to keep operations efficient and responsive.

Key responsibilities include forecasting workload, building fair schedules, monitoring intraday metrics, and reporting on performance for leadership and clients.