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AngkasWorkforce Management Specialist
Angkas is hiring a Workforce Management Specialist on a full-time, on-site basis in the Philippines. The role plans staffing for a customer service operation so that…
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About This Role
Angkas is hiring a Workforce Management Specialist on a full-time, on-site basis in the Philippines. The role plans staffing for a customer service operation so that the right number of agents with the right skills are scheduled at the right time. It covers demand forecasting from historical data and campaigns, shift and break rostering, live intraday adjustments, adherence tracking and service level protection. Reporting on shrinkage, attrition and productivity is…
Job Description
Angkas is hiring a Workforce Management Specialist on a full-time, on-site basis in the Philippines. The role plans staffing for a customer service operation so that the right number of agents with the right skills are scheduled at the right time. It covers demand forecasting from historical data and campaigns, shift and break rostering, live intraday adjustments, adherence tracking and service level protection. Reporting on shrinkage, attrition and productivity is also part of the work.
Responsibilities
- Forecast contact volumes for calls, chats and emails from historical data, seasonality and campaigns, and calculate staffing hours.
- Build shift patterns, breaks and days off that match predicted peaks and quiet periods, within labor rules.
- Monitor live queues, speed of answer and abandon rates, and reallocate staff or breaks when spikes or outages occur.
- Track schedule adherence and service level performance, and produce scorecards, shrinkage and attrition reports.
Requirements
- Analytical skill for reading trends, tracking KPIs and turning raw numbers into staffing decisions.
- Knowledge of labor laws, break rules and overtime regulations.
- Excel and Google Sheets skills for building templates, with WFM tools as a plus.
- Bachelor's degree in a relevant field or equivalent reporting experience, and at least 3 years in workforce management.
Qualifications
- Able to explain staffing changes and schedule policies clearly to workers and managers.
- Handles sudden staffing gaps and emergency absences without hurting productivity.
Core Skills
Benefits
- Flexibility and freedom to thrive in the role.
- Work-life balance.
- Free meals and gym access.
- Career advancement and promotion opportunities.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job based and how is it set up?
The listing states the Philippines with an on-site setup.
What employment type is offered and is a salary stated?
This is a full-time role. The posting does not specify a salary.
What experience is required and what is the weekend duty?
At least 3 years in workforce management. The posting also asks for weekend work as an escalation point of contact on a rotating basis.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.