Helpdesk Customer Support Workforce Manager

Qualifications:

Education

• Bachelors 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 organizations 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.