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

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