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AngkasWorkforce Specialist
Angkas is recruiting a Workforce Specialist for its service operations in the Philippines, full-time and on-site. The specialist works as the planning engine of a customer…
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About This Role
Angkas is recruiting a Workforce Specialist for its service operations in the Philippines, full-time and on-site. The specialist works as the planning engine of a customer contact operation, aligning agent numbers, skills and schedules with expected volume. Duties include predicting contact volume, building rosters that respect labor rules, responding to live spikes or absences, checking that agents follow their schedules, and reporting results to leaders and clients.
Job Description
Angkas is recruiting a Workforce Specialist for its service operations in the Philippines, full-time and on-site. The specialist works as the planning engine of a customer contact operation, aligning agent numbers, skills and schedules with expected volume. Duties include predicting contact volume, building rosters that respect labor rules, responding to live spikes or absences, checking that agents follow their schedules, and reporting results to leaders and clients.
Responsibilities
- Predict calls, chats and emails from past data, seasonal patterns and marketing plans, then estimate staffing hours.
- Design rosters with breaks and days off that cover peaks and slow periods while limiting overstaffing.
- Watch live dashboards and move staff, breaks or overtime to respond to spikes, outages or absences.
- Measure schedule adherence and shrinkage, and deliver scorecards and productivity reports.
Requirements
- Data skills for spotting trends and turning raw numbers into staffing choices.
- Understanding of labor laws, break rules and overtime rules.
- Excel and Google Sheets proficiency, with familiarity with WFM tools as a plus.
- Bachelor's degree or equivalent reporting experience, and at least 3 years in workforce management.
Qualifications
- Explains schedule changes clearly to workers and managers.
- Keeps team trust and morale up during busy periods.
- Works under pressure and balances daily tasks with longer-term goals.
Core Skills
Benefits
- Freedom of work and work-life balance.
- Free meals and gym access.
- Opportunities for promotion.
- Start-up environment with a multicultural, agile culture.
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?
A minimum of 3 years in workforce management, plus weekend escalation duty on a rotating basis.
Sample Interview Questions
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