Helpdesk Customer Support - Workforce Manager

<h2>Qualifications:</h2><h2>Education</h2><ul>
<li>Bachelor's degree in Business Administration, Marketing, Communications, or a closely related field.</li>
<li>Advanced degree (MBA or equivalent) is a plus and may be considered alongside relevant operational management experience.</li>
</ul><h2>Experience</h2><ul>
<li>At least 2 years of experience in customer support, technical support, workforce management, or a related BPO operations role.</li>
<li>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.</li>
<li>Demonstrated progression into team leadership, WFM supervision, or operations management responsibilities.</li>
<li>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.</li>
<li>Experience supporting or managing teams that handle billing, payment processing, or compliance-related customer queries is preferred.</li>
</ul><h2>Knowledge &amp; Technical Skills:</h2><ul><li>
<strong>Digital Advertising &amp; BPO Domain Knowledge:</strong>Strong working knowledge of digital advertising concepts: campaign structures, ad formats, billing cycles, advertiser lifecycle management, targeting options, and common support query categories.</li></ul><ul><li>
<strong>Workforce Management Systems &amp; Scheduling:</strong>Working knowledge of WFM principles: forecasting methodologies, capacity planning frameworks, scheduling optimization, real-time adherence monitoring, and SLA performance management.</li></ul><ul><li>
<strong>CRM, Ticketing &amp; Multitasking:</strong>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.</li></ul><ul><li>
<strong>Communication &amp; Leadership Skills:</strong>Excellent written English with the ability to produce executive-quality operational reports, client-facing performance summaries, scheduling policy documents, and agent-facing communications.</li></ul><h2>Roles &amp; Responsibilities:</h2><h2>1. WFM Program Strategy &amp; Operational Leadership</h2><ul><li>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.</li></ul><h2>2. Workforce Analyst Team Management &amp; Development</h2><ul><li>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.</li></ul><h2>3. Strategic Forecasting &amp; Long-Range Capacity Planning</h2><ul><li>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.</li></ul><h2>4. Scheduling Strategy &amp; Shift Architecture</h2><ul><li>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.</li></ul><h2>5. Real-Time Operations Management &amp; Intraday Control</h2><ul><li>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.</li></ul>