Career Opportunities: Customer Experience Specialist

5 days ago

Taguig, National Capital Region, Philippines beBeeWorkforceManagement Full time

Are you passionate about creating seamless customer experiences? Do you thrive in dynamic environments where no two days are ever the same?

About this role

We are seeking a skilled Workforce Management Specialist to join our team. In this role, you will be responsible for monitoring and managing real-time agent adherence, service levels, and productivity across multiple channels and brands.

You will work closely with supervisors, agents, and leadership to identify gaps in coverage and proactively recommend adjustments to staffing and scheduling. Your strong analytical skills and ability to interpret data will enable you to make informed decisions and drive results.

Duties and Responsibilities
  • Monitor real-time metrics, trends, and escalations using workforce management tools
  • Communicate with teams to coordinate intraday changes and ensure seamless operations
  • Track and report on key performance indicators (KPIs) to inform strategic decisions
  • Collaborate cross-functionally to resolve workflow interruptions and meet performance targets
  • Contribute to the ongoing improvement of WFM processes and tools
Requirements

To succeed in this role, you will need:

  • At least 3 years of experience in a customer service environment, including a minimum of 1 year in workforce management
  • Proficient in MS Excel and Google Sheets
  • Strong analytical skills with a proven ability to interpret data and drive results
  • Excellent communication and interpersonal skills
  • Ability to work independently and collaboratively in a fast-paced environment
What sets you apart

If you have hands-on experience with real-time adherence tracking and intraday queue management, familiarity with reporting tools like Looker or Google Sheets, and a proactive, solutions-oriented mindset, we want to hear from you

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