Roles & Responsibilities

1. Real-Time Queue & Agent Activity Monitoring

Monitor live inbound contact queues (chat, email, phone, and tickets) in real time to ensure adequate coverage, balanced workload distribution, and adherence to service level targets.
Track agent adherence and availability across CRM and WFM dashboards, identifying off-phone or off-queue deviations that impact staffing coverage and queue health.
Proactively escalate staffing shortfalls, unexpected volume spikes, or prolonged queue backlogs to Operations leadership, recommending intraday corrective actions.
Monitor real-time metrics including AHT, ASA, abandonment rate, service level %, and concurrent ticket volume, escalating anomalies with proper context.
Manage break, lunch, and offline scheduling in real time while ensuring compliance with labor policies and agent welfare standards.

2. Workforce Forecasting & Capacity Planning

Develop short- and medium-term contact volume forecasts using historical data, seasonality, and digital advertising calendar events.
Build staffing models translating forecasted volumes into required FTEs across all queues, including billing, compliance, advertising, and technical support.
Partner with Operations leadership on quarterly capacity plans accounting for attrition, hiring ramp, training pullouts, leave, and program changes.
Analyze impacts of ad policy enforcement, billing cycles, and product launches on contact demand and incorporate findings into forecasts.
Maintain forecast accuracy logs to track variance and improve prediction precision.

3. Agent Scheduling & Shift Management

Build, publish, and maintain agent schedules to optimize coverage against forecasted volume while meeting SLA and policy requirements.
Manage schedule change requests including swaps, overtime, leave, and emergency absences, documenting all changes accurately.
Design multi-skill scheduling models aligning agent capabilities to appropriate queue types.
Coordinate with Training to integrate onboarding and refresher sessions without impacting service levels.
Produce weekly and bi-weekly schedule adherence reports at agent, team, and site levels.

4. Service Level Analysis & Performance Reporting

Produce daily, weekly, and monthly performance reports covering service level, queue health, utilization, occupancy, shrinkage, and AHT trends.
Analyze performance against SLAs and KPIs, identifying root causes and recommending corrective actions.
Maintain recurring WFM reporting templates in Excel, Google Sheets, or BI tools.
Track absenteeism, attrition, overtime usage, adherence, and productivity, flagging early risk indicators.
Contribute workforce analytics to monthly and quarterly business reviews.

5. Digital Advertising Operations Support

Apply knowledge of digital advertising lifecycles, billing cycles, and policy enforcement to anticipate contact volume changes.
Support staffing for specialized advertising queues handling campaign setup, ad disapprovals, billing issues, and compliance cases.
Track major ad platform events and flag them as staffing demand triggers.
Align agent schedules with peak advertiser activity periods.
Validate staffing models using advertising support workflow insights.

6. Billing, Payment & Compliance Query Workforce Planning

Analyze billing, payment, and compliance contact trends to inform queue-specific staffing plans.
Plan staffing for predictable spikes such as invoice releases and payment failures.
Schedule agents with specialized expertise during high-demand periods.
Track handle time trends for billing and compliance cases.
Collaborate with QA and Training to refine staffing model assumptions.

7. CRM, Ticketing & WFM System Administration

Maintain accurate agent profiles in WFM systems, including skills, shifts, and queue assignments.
Configure and maintain real-time dashboards and queue monitoring views.
Support WFM system settings such as interval definitions, templates, and activity codes.
Reconcile data between CRM, ticketing, and WFM systems for accuracy.
Produce CRM-based productivity and multitasking reports.

8. Shrinkage, Attrition & Absence Management

Track planned and unplanned shrinkage drivers and incorporate them into workforce plans.
Maintain absence logs and produce weekly trend reports.
Model attrition impacts and highlight headcount gaps for proactive hiring.
Report shrinkage rates by team, site, and channel.
Support hiring plans using forecasted absence and attrition data.

9. Communication, Coordination & Stakeholder Support

Serve as the point of contact for workforce-related inquiries.
Distribute daily operational briefings with volume forecasts, staffing levels, and risk flags.
Coordinate with Training to align schedules with operational needs.
Support QA with workforce data relevant to quality monitoring.
Communicate workforce updates and adherence feedback professionally and clearly.

10. Continuous Improvement & Process Support

Identify gaps in forecasting, scheduling, and real-time monitoring and recommend improvements.
Support implementation of WFM tooling enhancements.
Maintain WFM SOPs, protocols, and documentation.
Participate in post-mortems for service level misses.
Stay updated on WFM and BPO industry trends.

Qualifications

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field
Equivalent experience will be considered

Experience

0–2 years of experience in customer support, technical support, workforce management, or operations
Experience in BPO, digital advertising, or online marketing environments preferred
Exposure to WFM, scheduling, or analytics is an advantage

Knowledge & Technical Skills

Digital Advertising

Working knowledge of campaign types, billing structures, advertiser lifecycle, and support queries
Familiarity with platforms such as Meta Ads, Google Ads, TikTok for Business
Understanding of advertising calendar-driven demand patterns

Workforce Management

Knowledge of forecasting, capacity planning, scheduling, and real-time monitoring
Familiarity with WFM tools (NICE IEX, Verint, Genesys, Aspect, Calabrio)
Understanding of service level, utilization, AHT, ASA, shrinkage, and adherence metrics

CRM & Ticketing

Data & Communication

Sr Customer Service Mgr

Real Time Analyst