About Get2Work. Get2Work builds and runs offshore teams for operators, not a marketplace and not a call center. You are hired by us, trained in our academy, and placed on a dedicated client account with real management, QA and a path to grow. We are the employer of record, so you get a real job, real benefits and a real floor.

Job Specifications
Department: Customer Experience
Employment type: Full-time
Work setup: On-site at a Get2Work hub (Manila, Cebu or Yerevan)
Experience level: Mid
Employer: Get2Work (we are your employer of record)

Job Summary: Forecasting, scheduling and adherence so coverage holds.

Key Responsibilities:

• Forecast volume and build schedules that hold coverage
• Manage real-time adherence and intraday changes
• Report on occupancy, shrinkage and service level
• Flag risks before they hit the client

Working with AI: Every agent works alongside AI copilots. You will not be replaced by them, you will be faster and cleaner because of them.

• Use AI reply assistants and knowledge copilots to draft and speed up responses, then edit for accuracy and brand voice
• Write clear prompts to pull the right answer from the knowledge base
• Review AI drafted replies and catch hallucinations before they reach the customer
• Use AI forecasting to sharpen staffing
• Use real-time AI alerts to protect service level

Competencies:

• Clear, empathetic written and spoken communication
• Patience and composure under pressure
• Ownership of the customer outcome, not just the ticket
• Attention to policy, detail and accuracy
• Coachability and a drive to hit quality and speed targets

Skills:

• Native or near-native English
• Typing speed of 40 words per minute or higher
• Comfort with helpdesk and CRM tools
• Ability to follow scripts and know when to go off them

Tools you will use: WFM platforms (NICE, Verint, Assembled) and BI dashboards

Education: Bachelor degree in a related field, or equivalent proven experience.

Work Experience: Three to five years in the function, ideally in a client or agency setting.

Key Performance Indicators:

• CSAT and quality (QA) scores
• First contact resolution
• Average handle time and response time
• Adherence and attendance