Opportunity at
AngkasWorkforce Specialist Service Excellence
Angkas is hiring a Workforce Specialist for Service Excellence on a full-time, on-site basis in the Philippines. The role keeps the operations floor staffed with the…
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About This Role
Angkas is hiring a Workforce Specialist for Service Excellence on a full-time, on-site basis in the Philippines. The role keeps the operations floor staffed with the right agents at the right time while controlling cost. It involves forecasting demand, creating schedules and breaks, watching service levels in real time, and monitoring whether agents stay on plan. The specialist also prepares operational scorecards and long-term labor planning reports.
Job Description
Angkas is hiring a Workforce Specialist for Service Excellence on a full-time, on-site basis in the Philippines. The role keeps the operations floor staffed with the right agents at the right time while controlling cost. It involves forecasting demand, creating schedules and breaks, watching service levels in real time, and monitoring whether agents stay on plan. The specialist also prepares operational scorecards and long-term labor planning reports.
Responsibilities
- Forecast demand for each channel and convert it into staffing hours using standard handle-time formulas.
- Build shifts, breaks and days off that fit predicted peaks, balancing skills, preferences and labor rules.
- Monitor queues, speed of answer and abandon rates live, and act quickly on spikes or absences.
- Protect service level targets, such as answering 85% of calls within 40 seconds and chats within five minutes.
Requirements
- Data analytics skills for reading historical trends and tracking KPIs.
- Workforce planning and forecasting based on seasonality and past performance.
- Knowledge of labor laws, break rules and overtime rules, plus scheduling capability.
- Bachelor's degree in a relevant field or equivalent, and at least 3 years of workforce management experience.
Qualifications
- Able to solve problems under pressure without hurting productivity.
- Clear communicator who explains policies to workers and managers.
- Willing to take weekend escalation duty on a rotation.
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?
At least 3 years in workforce management, along with data analytics and forecasting skills.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.