Roles & Responsibilities

1. Real-Time Queue & Agent Activity Monitoring
   •Monitor live inbound contact queues —

1. Workforce Forecasting & Capacity Planning
   •Develop short-term and medium-term contact volume forecasts using historical data, digital advertising calendar events (campaign launches, billing cycles, policy updates), and seasonality patterns to project staffing requirements at interval, daily, weekly, and monthly levels.
   
   

1. Agent Scheduling & Shift Management
   •Build, publish, and maintain agent schedules across all BPO support teams, ensuring shift assignments optimize coverage against forecasted contact volume while meeting contractual SLA requirements and agent preference policies.
   
   

1. Service Level Analysis & Performance Reporting
   •Produce daily, weekly, and monthly operational performance reports covering service level achievement, queue health metrics, agent utilization rates, occupancy, shrinkage, and AHT trends across all support channels.
   
   

1. Digital Advertising Operations Support
   •Apply a working knowledge of digital advertising concepts — including ad campaign lifecycles, billing cycles, policy enforcement timelines, and platform update schedules — to anticipate their impact on inbound contact volume and adjust workforce plans proactively.
   
   

1. Billing, Payment & Compliance Query Workforce Planning
   •Analyze contact volume patterns specific to billing, payment processing, and compliance-related query types — including invoice queries, failed payment incidents, refund requests, and ad policy compliance cases — to inform queue-specific staffing requirements.
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1. CRM, Ticketing & WFM System Administration
   •Maintain accurate and up-to-date agent records within the WFM platform — including skill assignments, shift patterns, queue memberships, and employment status — ensuring the system reflects the live operational roster at all•

1. Shrinkage, Attrition & Absence Management
   •Track and report on all planned and unplanned shrinkage drivers — including absences, late arrivals, early departures, meeting pullouts, training, and system downtime — and incorporate shrinkage data into real-time staffing adjustments and forward planning models.
   
   

1. Communication, Coordination & Stakeholder Support
   •Act as the operational point of contact for workforce-related queries from team leads, agents, and operations managers — communicating schedule updates, staffing decisions, and real-time coverage changes with clarity, professionalism, and timeliness.
   
   

1. Continuous Improvement & Process Support
   •Identify recurring gaps in forecasting accuracy, scheduling efficiency, and real-time monitoring coverage, proposing process improvements to the WFM Lead that reduce service level risk and improve operational predictability.
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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
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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.