Workforce Optimization Specialist

2 days ago


Manila, National Capital Region, Philippines ESOL IT SERVICES INC. Full time
Job Summary:
We are seeking a skilled and experienced workforce manager to lead our team in the contact center environment. The ideal candidate will oversee workforce operations, drive continuous improvement, and provide excellent leadership. This role requires strong technical expertise, exceptional communication skills, and a keen eye for detail.

Key Responsibilities:

We are looking for a professional with outstanding leadership skills who can manage a team of workforce analysts and/or leaders. Key responsibilities include conducting regular performance feedback sessions, establishing key performance indicators, analyzing workforce data, and providing client-facing support.

  • Lead a team of workforce analysts and/or leaders, ensuring end-to-end service delivery across multiple campaigns or agent teams.
  • Conduct regular performance feedback sessions with team members (monthly) to ensure alignment with goals.
  • Establish key performance indicators (KPIs) and monitor compliance, performance, and risk, communicating results to the team.
  • Analyze workforce data, develop action plans, and resolve service delivery or service level issues.


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