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AngkasWorkforce Management Specialist
Angkas, a leading ride-hailing platform operating in the Philippines with over eight million downloads and a network of biker-partners, seeks a Workforce Management Specialist for its…
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About This Role
Angkas, a leading ride-hailing platform operating in the Philippines with over eight million downloads and a network of biker-partners, seeks a Workforce Management Specialist for its Service Excellence team. The company aims to provide safe and reliable transportation solutions to end poverty in the country. Operating fully remotely, this position functions as the tactical brain of business process outsourcing operations. The role centers on ensuring appropriate staffing levels, aligning agent…
Job Description
Angkas, a leading ride-hailing platform operating in the Philippines with over eight million downloads and a network of biker-partners, seeks a Workforce Management Specialist for its Service Excellence team. The company aims to provide safe and reliable transportation solutions to end poverty in the country. Operating fully remotely, this position functions as the tactical brain of business process outsourcing operations.
The role centers on ensuring appropriate staffing levels, aligning agent availability with customer interaction volumes to maintain efficiency and control costs. Responsibilities encompass demand forecasting, schedule creation, real-time queue monitoring, and adherence tracking to protect service level agreements. This opportunity suits professionals skilled in data analysis and workforce planning who can manage live operational dashboards and handle sudden staffing fluctuations.
Angkas fosters a tech-driven culture and start-up environment that provides flexibility, promoting work-life balance while collaborating with a diverse team. Employees enjoy free meals, gym access, and opportunities for rapid career growth.
Responsibilities
- Forecast future contact volumes through the analysis of historical data, seasonal trends, and marketing campaigns
- Calculate required staffing hours utilizing standard formulas
- Design shift patterns, breaks, and off-days to address peak and slow periods while balancing employee preferences and labor rules
- Monitor live dashboards, queue lengths, average speed of answer, and abandon rates in real time
- Manage unexpected call spikes, system outages, and absenteeism by reallocating staff or calling in overtime
- Track agent login status, aux time, and schedule adherence to measure productivity
- Ensure department metrics and service level agreements are met or exceeded
- Generate operational scorecards, shrinkage tracking, attrition data, and productivity reports
Requirements
- Minimum of 3 years of experience in workforce management
- Proficiency in data analytics for tracking key performance indicators and handling historical trends
- Experience with forecasting, planning, and scheduling cost-effective shifts
- Knowledge of labor laws, break rules, and overtime regulations
- Software proficiency in building templates using Excel and Google Sheets
- Communication skills to explain scheduling policies to workers and managers
- Ability to work under pressure, meet deadlines, and achieve team targets
- Amenability to work onsite and on weekends as an escalation point of contact on a rotational basis
Qualifications
- Bachelor’s degree in a relevant field, or equivalent reporting experience
- Knowledge of workforce management tools
Core Skills
Benefits
- Flexibility and freedom to thrive in the role
- Work-life balance
- Free meals
- Gym access
- Career advancement and promotion opportunities
- Competitive salary with opportunities for pay increases
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote status for this role?
The position is listed as remote, though the posting also notes amenability to work onsite and on weekends as an escalation point of contact on a rotation basis.
What experience is required for the Workforce Management Specialist position?
Candidates must have a minimum of three years of experience in workforce management, along with data analytics, forecasting, scheduling, and compliance knowledge.
Does the job posting specify the salary?
The salary is not stated in the job posting, though it mentions opportunities for a competitive salary and pay increases.
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