Talent.com
TASQ Staffing Solutions
Helpdesk Customer Support - Workforce ManagerTASQ Staffing Solutions • Metro Manila, Philippines
Helpdesk Customer Support - Workforce Manager

Helpdesk Customer Support - Workforce Manager

TASQ Staffing Solutions • Metro Manila, Philippines
16 days ago
Job description
Qualifications: Education Bachelor's degree in Business Administration, Marketing, Communications, or a closely related field. Advanced degree (MBA or equivalent) is a plus and may be considered alongside relevant operational management experience. Experience At least 2 years of experience in customer support, technical support, workforce management, or a related BPO operations role. Experience within a digital advertising, BPO, or online marketing environment is strongly preferred; familiarity with advertiser support workflows and digital platform-driven contact demand is highly valued. Demonstrated progression into team leadership, WFM supervision, or operations management responsibilities. Prior experience managing or significantly contributing to a workforce management function — including scheduling, forecasting, or real-time monitoring — in a multi-channel BPO environment is a strong advantage. Experience supporting or managing teams that handle billing, payment processing, or compliance-related customer queries is preferred. Knowledge & Technical Skills: Digital Advertising & BPO Domain Knowledge: Strong working knowledge of digital advertising concepts: campaign structures, ad formats, billing cycles, advertiser lifecycle management, targeting options, and common support query categories. Workforce Management Systems & Scheduling: Working knowledge of WFM principles: forecasting methodologies, capacity planning frameworks, scheduling optimization, real-time adherence monitoring, and SLA performance management. CRM, Ticketing & Multitasking: Proficiency with CRM and ticketing platforms such as Salesforce, Zendesk, Freshdesk, or equivalent — including queue management views, agent activity monitoring, performance reporting, and workflow configuration. Communication & Leadership Skills: Excellent written English with the ability to produce executive-quality operational reports, client-facing performance summaries, scheduling policy documents, and agent-facing communications. Roles & Responsibilities: 1. WFM Program Strategy & Operational Leadership Define and own the strategic direction of the BPO Workforce Management function, building a comprehensive WFM operating model that encompasses forecasting, scheduling, real-time management, and performance reporting across all digital advertising and customer support operations. 2. Workforce Analyst Team Management & Development Directly manage, coach, and develop a team of Workforce Analysts, setting clear performance expectations, conducting structured reviews, and building individual growth plans that develop both WFM technical skills and operational judgment. 3. Strategic Forecasting & Long-Range Capacity Planning Own the organization's long-range and medium-term workforce forecasting function, producing monthly, quarterly, and annual staffing plans based on volume trend analysis, digital advertising platform roadmaps, seasonal patterns, and program growth projections. 4. Scheduling Strategy & Shift Architecture Own the scheduling strategy for the BPO operation, designing shift architectures, break structures, and multi-skill scheduling frameworks that optimize coverage against forecasted demand while meeting contractual SLA requirements, labor regulations, and agent welfare standards. 5. Real-Time Operations Management & Intraday Control Oversee the real-time monitoring function, ensuring the analyst team maintains continuous visibility of queue health, agent adherence, and service level performance across all channels and shifts throughout every operating day.
Create a job alert for this search

Helpdesk Customer Support - Workforce Manager • Metro Manila, Philippines

Similar jobs

Salesforce Consultant

Socium - Teams Done Differentlynational capital region, ph

Salesforce Functional Lead (Financial Services Cloud) – Contract.We’re currently looking for an experienced Salesforce Functional Lead to join a high-impact Salesforce transformation programme focu... Show more

 • Promoted

Technical Support Manager

Advanced Energynational capital region, ph

Advanced Energy Industries, Inc.NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers.Our precision power and control technologies, along ... Show more

 • Promoted

Helpdesk Customer Support – Trainer (Digital Ads Experience Required)

TPtaguig, national capital region, Philippines

Helpdesk Customer Support – Trainer (Scope 3).New Hire Onboarding & Orientation Training.Design and facilitate comprehensive onboarding programs for newly hired customer and technical support agent... Show more

 • Promoted

L1 Resource – Chat Support

Manpower (Philippines)national capital region, ph

At least 1–2 years of direct chat-based customer support experience.Proven experience troubleshooting issues without reliance on phone support.Common productivity software and email platforms.Remot... Show more

 • Promoted

Salesforce Architect Manager

KPMG Philippinesnational capital region, ph

Application Architect - Salesforce.The Application Architect will be responsible for the design and implementation of Salesforce solutions as part of the application support services provided to th... Show more

 • Promoted

Customer Experience Operations Manager (Advertising Platforms)

TPnational capital region, ph

Overall responsible for service delivery of real-time advertiser support via live chat, email, and ticketing systems (e.Provide call center–based support for a high volume of.Oversee resolution of ... Show more

 • Promoted

Workforce Manager

Tata Consultancy Servicestaguig, national capital region, Philippines

The WFM Team Manager is responsible to take ownership of deploying & maintaining the WFM Toolkit with ability to review.Handle Time that is refined to calculate resource requirements for people, pr... Show more

 • Promoted

Workforce Management Analyst

ibexnational capital region, ph

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products.The analyst manages the performance of the call ... Show more

 • Promoted

Helpdesk Customer Support – Quality Analyst (Digital Ads Experience Required)

TPnational capital region, ph

The Quality Analyst will play a crucial role in maintaining the high standards of our customer support interactions.This position involves conducting quality reviews, analyzing data, and ensuring t... Show more

 • Promoted

Workforce Analyst (Helpdesk Customer Support)

Our ClientsMetro Manila, Metro Manila, Philippines
Quick Apply

The Workforce Analyst supports customer support operations by ensuring optimal staffing, schedule adherence, and service level performance across multiple support channels.This role focuses on real... Show more

Senior Workforce Manager

Acquire Intelligencenational capital region, ph

Managing and directing the daily activities of Workforce for the global account program including WFM teams working remotely or at multiple site locations, globally.Leading, planning, and managing ... Show more

 • Promoted

Technology and Workforce Transformation Manager

PwC Philippinesmakati, national capital region, Philippines

A career within the Technology and Workforce Transformation services will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business resul... Show more

 • Promoted

Workforce Manager

HCLTechnational capital region, ph

This role provides strategic leadership, ensures operational excellence, enhances forecast accuracy, and delivers data‑driven insights that support executive decision‑making.The WFM Manager leads a... Show more

 • Promoted

Helpdesk Customer Support – Training Manager (Digital Ads Experience Required)

TPtaguig, national capital region, Philippines

The Helpdesk Customer Support – Training Manager will define and own the strategic vision for the Training & Enablement function, developing a multi-year learning roadmap that aligns training progr... Show more

 • Promoted

Training Manager (Helpdesk Customer Support)

Our ClientsMetro Manila, Metro Manila, Philippines
Quick Apply

Our organization is seeking a strategic and technically proficient.In this role, you will define the long-term educational roadmap, ensuring our technical staff possesses the high-level skills nece... Show more

NetSuite Support & Functional Manager

Anthesis Groupnational capital region, ph

We are looking for a dynamic, motivated, and hard-working NetSuite Support & Functional Manager to join the Business Systems team.The role will report directly to the Head of Business Systems and w... Show more

 • Promoted

Workforce Transformation Manager

PwC South East Asia Consultingnational capital region, ph

A career within People and Organisation services will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their peo... Show more

 • Promoted

Helpdesk Customer Support – Quality Manager

TPnational capital region, ph

Helpdesk Customer Support - Quality Manager.QA Program Leadership & Strategy.Team Management & Analyst Development.Quality Evaluation Framework Design.SQL-Driven Quality Analytics & Reporting.API &... Show more

 • Promoted

Workforce Specialist

Straivenational capital region, ph

Minimum of 6 months of experience as a Real-Time Analyst or Workforce Specialist.Strong analytical and problem-solving skills.Proficiency in workforce management software and tools.Excellent commun... Show more

 • Promoted

Salesforce Technical Manager

KPMG Philippinesnational capital region, ph

Exp Level - 7-10 years of experience.The Senior Technical Lead will be responsible for leading technical development and support activities for Salesforce.Application Support Services provided to c... Show more