BPO Workforce Management Analyst (Onsite)
- Metro Manila
- Permanent
- Full-time
Contract Duration: Full Time
Work Type and Location: Onsite, Taguig
Expected Start Date: September 25, 2025About UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.About The RoleA Workforce Management Specialist is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.What you’ll do:
- Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources
- Monitoring and maintaining agent adherence through the use of available systems
- Working closely with the operations and leadership teams to identify individual cases that might impact team performance
- Tracking absenteeism as reported to the workforce team
- Coordinating off-phone agent activity scheduling, such as team meetings and training events
- Proactively providing ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically
- Generating ideas for process and service improvement planning
- Participating in and contributing to performance improvement activities
- Completing daily, biweekly, and monthly internal reports
- Sensing trends in real-time to give clarity to PartnerHero and the partner's teams, and identifying opportunities for process and structure improvements
- Assisting with projects and other duties as requested or assigned
- Assisting in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates
- Reviewing and adhering to all Company policies and procedures and the Employee Handbook
- 2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment
- Solid knowledge of Google Sheets, and Workforce planning tools
- Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
- Organized, super analytical, and detail-oriented
- Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
- Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
- Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
- A high degree of comfort with data - obtaining, analyzing, and reporting
- Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data Studio, Power BI and Plotly
- Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
- Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
- Knowledge and experience working on SaAS platforms is good to have but not required
- A leader that can build a strategic vision and generate buy-in through influential storytelling
- Experienced in selecting, implementing, and optimizing customer experience and workforce management technology
- Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
- An optimistic, high-energy problem solver who pursues sustainable long-term solutions
- Self-motivated - you don't look for direction, you make it happen
- Competitive compensation based on experience
- Attractive benefits package including medical, dental, and vision options based on location
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
- Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues