Workforce Management Supervisor

3 weeks ago


Metro Manila Philippines Buscojobs Full time

Job Description

Workforce Management Supervisor positions with multiple postings in the Philippines. Responsibilities focus on forecasting, staffing, scheduling, intraday management, reporting, and collaboration with Operations, Analytics, HR, and leadership to meet service levels and drive efficiency. This description consolidates elements from several postings, keeping the core emphasis on WFM responsibilities and a commitment to fair hiring practices.

What You'll Do
  • Create short-term and long-term forecasts of interaction volumes and staffing needs.
  • Work with Operations leaders and WFM Team to recommend internal staffing movements based on channel requirements.
  • Create shift schedules based on staffing requirements, including shifts, meals, trainings, coaching pull-outs, etc.
  • Manage leave requests to ensure adequate headcount to meet volume targets.
  • Prepare and maintain WFM-related reports with an Operations-approved visual representation.
  • Partner with Analytics to ensure accurate and timely reporting of metrics such as Abandon Rate, call volumes, trends, forecasting, schedules, shrinkage, and SLAs.
What You Need To Have
  • Advanced proficiency in Microsoft Excel; knowledge of VBA, macros, and SQL is preferred.
  • Understanding of workload hours, headcount conversion, and standard call center metrics.
  • Ability to derive call center KPIs from data and perform related computations.
What Can Set You Apart
  • High attention to detail; ability to work independently and proactively.
  • Strong interpersonal communication; adaptability to process changes.
  • Variable performance-based bonuses, health benefits, mental health coverage, wellness programs, and internal career mobility options.
Diversity and Inclusion

We are committed to a fair and accessible hiring process. We strive for equal opportunity for all candidates and encourage applicants from all backgrounds to apply. EEO statements and related notices are provided where applicable.

Posted today

#J-18808-Ljbffr

  • Manila, National Capital Region, Philippines Ubiquity Global Services, Inc. Full time ₱400,000 - ₱800,000 per year

    We're hiring.The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact...

  • Workforce Supervisor

    2 weeks ago


    Manila, Philippines IntouchCX Full time

    IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with...


  • Manila, National Capital Region, Philippines IntouchCX Full time ₱900,000 - ₱1,200,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...


  • Manila, National Capital Region, Philippines RELX Group Full time ₱900,000 - ₱1,200,000 per year

    The Workforce Management Supervisor plays a critical role in ensuring optimal staffing and operational efficiency across the division. This role is responsible for overseeing forecasting, scheduling, real-time monitoring, and reporting functions, while leading a team of WFM Analysts. The Supervisor will collaborate closely with Operations, HR, and other...


  • Manila, National Capital Region, Philippines IntouchCX Full time ₱540,000 - ₱780,000 per year

    As Workforce Supervisor, You Will…Evaluate forecasting and capacity models to give recommendations for long term staffing needsProvide clear communication of the forecasted workload, changes, assumptions and inputsEscalate discrepancies in data to management with recommendations for actionWork with business leadership to coordinate processes to meet the...


  • Manila, National Capital Region, Philippines Optum Full time ₱1,200,000 - ₱2,400,000 per year

    Workforce SupervisorPositions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance, and other...


  • Manila, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time ₱400,000 - ₱1,200,000 per year

    Workforce SupervisorPositions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance, and other...


  • , Metro Manila, Philippines Teknowiz Full time

    Urgently hiring for one of our direct clients in the Philippines. Job Title: Senior Executive- Workforce Management (RTA/Reporting) Work Mode: Onsite, Night Shift Job Responsibilities: Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc. Responsible for the monitoring of all issues that may...

  • Workforce Analyst

    3 weeks ago


    , Metro Manila, Philippines Buscojobs Full time

    Job 1: Workforce Analyst - M & J Solutions Provider Inc. Pasig, Palawan Posted today Job Description Responsibilities Collect, review, analyze, and interpret relevant data to identify challenges in the workforce Prepare workforce and metrics analysis reports for business needs Provide recommendations to improve the workforce to reduce overheads and increase...


  • , Metro Manila, Philippines JPMorganChase Full time

    Join to apply for the Workforce Management Analyst (WFM) role at JPMorganChase If you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place. The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center...