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