Workforce Supervisor

2 weeks ago

Eastwood City, Philippines Comrise Full time ₱600,000 - ₱900,000 per year

The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team.

This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of business.

Key Responsibilities:

  • Assist in developing and maintaining accurate forecasts and schedules based on historical data, trends, and business requirements.
  • Monitor intraday performance and provide actionable insights to meet service level targets.
  • Collaborate with operations, HR, and recruitment teams to align workforce plans with business needs.
  • Lead and mentor a team of workforce analysts and real-time coordinators.
  • Analyze performance metrics and generate reports for senior leadership.
  • Support implementation of WFM tools and process improvements.
  • Participate in business reviews and provide workforce-related recommendations.
  • Ensure compliance with labor laws, company policies, and contractual obligations.

Qualifications:

  • Bachelor's degree in Business Administration, Statistics, or related field (preferred).
  • Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment.
  • At least 1 year of experience in a supervisory or leadership role.
  • Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
  • Advanced Excel skills; experience with data visualization tools is a plus.
  • Preferred: Experience with multi-site or global workforce operations.
  • Knowledge of Six Sigma or Lean methodologies.
  • Familiarity with SQL or other data query languages, strong experience in Power Bi.

Job Type: Full-time

Pay: Php50, Php55,000.00 per month

Work Location: In person

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