Roles & Responsibilities

1. Real-Time Queue & Agent Activity Monitoring
2. Workforce Forecasting & Capacity Planning

3. Agent Scheduling & Shift Management

4. Service Level Analysis & Performance Reporting

5. Digital Advertising Operations Support

6. Billing, Payment & Compliance Query Workforce Planning

7. CRM, Ticketing & WFM System Administration

8. Shrinkage, Attrition & Absence Management

9. Communication, Coordination & Stakeholder Support

10. Continuous Improvement & Process Support


Qualifications
Education

•Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

•Equivalent combination of relevant work experience and education will be considered for candidates with demonstrated WFM or BPO operations expertise.

Experience

•2 years of professional experience in customer support, technical support, workforce management, or a related operations role.

•Experience within a BPO, digital advertising, or online marketing environment is strongly preferred.

•Prior exposure to workforce management, scheduling, real-time monitoring, or operational analytics is a meaningful advantage.

•Experience handling or supporting teams that manage billing, payment processing, or compliance-related customer queries is preferred


Knowledge & Technical Skills
Digital Advertising Knowledge

•Working knowledge of digital advertising concepts: campaign types, ad formats, billing structures, advertiser lifecycle, targeting options, and common support query categories.

•Familiarity with major advertising platforms such as Meta Business Suite, Google Ads, TikTok for Business, or similar — sufficient to understand the demand drivers that generate inbound support contacts.

•Understanding of how digital advertising calendar events (billing cycles, policy enforcement windows, product launches) create predictable contact volume patterns.


Workforce Management & Scheduling
•Basic to working knowledge of workforce management principles: forecasting methodologies, capacity planning, shift scheduling, real-time monitoring, and service level management.

•Familiarity with WFM tools such as NICE IEX, Verint, Genesys WFM, Aspect, Calabrio, or similar scheduling and real-time monitoring platforms.

•Understanding of core WFM metrics: service level, occupancy, utilization, AHT, ASA, shrinkage, adherence, and their relationship to staffing and operational outcomes.


CRM & Ticketing Systems

•Proficiency with CRM and ticketing platforms such as Salesforce, Zendesk, Freshdesk, or equivalent — with the ability to navigate queue views, extract performance data, and support workflow monitoring.

•Ability to manage and monitor multiple live interaction queues simultaneously, maintaining awareness of queue health and agent activity across channels.

•Comfortable working within omnichannel support environments spanning chat, email, and phone, with an understanding of how channel mix affects staffing and planning.

Data & Communication Skills

•Proficient in Microsoft Excel or Google Sheets for building staffing models, tracking schedules, managing data, and producing operational reports.

•Excellent written English with the ability to communicate scheduling decisions, workforce updates, and performance data clearly to both agents and management.

•Confident verbal communicator capable of conveying real-time staffing decisions and operational context to team leads and operations managers under shift pressure.