Workforce Management Supervisor

6 hours ago

Quezon City, National Capital Region, Philippines Home Credit Philippines Full time ₱900,000 - ₱1,200,000 per year

Ensures adequate staffing to support the servicing requirements of Operations and meet agreed service level agreement, through proper forecasting, planning, and other necessary movements.

What You'll Do

  • Responsible for creating short-term and long-term forecasts of interaction volumes.
  • Working with Operations leaders, and Workforce Management Team for internal staffing movement recommendations to support headcount requirement based on needs per channels.
  • Creating schedules for shift bid based on staffing requirements per channel. This includes shift schedule, meal breaks, trainings, coaching adhoc pull outs etc.
  • Manage leave requests from operators ensuring adequate headcount needed to support the volume is still being met.
  • Creates and maintains Workforce Management Team related reports using Operations preferred visual representation
  • Partners with Analytics to ensure accurate and timely reporting of data such as Abandon Rate, Number of Calls, trends, forecasting, schedules, shrinkage, service level agreements etc.

What You Need To Have:

  • Advanced proficiency in Microsoft Office tools especially Microsoft Excel
  • Knowledgeable in VBA, Macros and SQLs
  • Understanding of the workload hours model, and conversion to headcount requirements
  • Good Understanding of standard call center metrics
  • Knowledge in mathematical computations required to derive call center key performance indicator

What Can Set You Apart:

  • High attention to detail
  • Able to work independently and proactively
  • Good interpersonal communication skills
  • Adaptability to process changes

Job Perks You'll Enjoy

  • Permanent dayshift schedule
  • Up to 20% variable performance-based bonus
  • HMO on Day 1 / HMO with dependents
  • Access to mental health coverage and wellness partners
  • Wellness Leave and Birthday Leave benefits
  • Internal Career Mobility
  • Opportunity to work and train in our international offices

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.

  • Workforce Management Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Comrise Full time ₱420,000 - ₱540,000 per year

    About the RoleWe are looking for a Workforce Management Analyst (Real-Time & Reporting) to join our team. This role ensures operational efficiency by monitoring intraday performance, generating reports, and supporting operations in meeting Service Level Agreements (SLAs).Key ResponsibilitiesMonitor real-time performance and schedule adherence (breaks,...

  • Workforce Management

    4 days ago

    Quezon City, National Capital Region, Philippines Comrise Full time ₱420,000 - ₱540,000 per year

    Roles and Responsibilities:Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.System issue trackingResponsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.Perform oversight responsibilities as required to...

  • Senior Workforce Management Analyst

    4 days ago

    Quezon City, National Capital Region, Philippines Comrise Full time ₱420,000 - ₱540,000 per year

    About the RoleWe are looking for a Workforce Management Analyst (Real-Time & Reporting) to join our team. This role ensures operational efficiency by monitoring intraday performance, generating reports, and supporting operations in meeting Service Level Agreements (SLAs).Key ResponsibilitiesMonitor real-time performance and schedule adherence (breaks,...

  • Workforce Manager

    1 week ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱1,200,000 - ₱3,600,000 per year

    ManagerJob description1. Strategic Workforce PlanningDevelop and implement long-term workforce planning strategies aligned with business goals.Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).Collaborate with senior management to align workforce strategy with operational objectives.Identify cost-saving...

  • Senior Workforce Manager

    1 week ago

    Quezon City, National Capital Region, Philippines Nezda Global Full time ₱1,500,000 - ₱2,500,000 per year

    Role:Senior Workforce ManagerLocation:Quezon CitySchedule:ShiftingWork Set-up:On SiteEmployment Type:Full Time and Direct HireAbout the Role:We are seeking aSenior Workforce Managerto lead our Workforce Management (WFM) function across multiple lines of business. This role will be responsible for strategic capacity planning, forecasting, scheduling, and...

  • Workforce Management Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Position SummaryWe are looking for a strategic and detail-oriented Workforce Analyst or Assistant Manager to support the operational and performance goals of our Workforce Management (WFM) team. This role is responsible for overseeing real-time operations, forecasting, scheduling, and reporting across multiple business lines in a contact center or BPO...

  • Workforce Management Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Position SummaryWe are looking for a strategic and detail-oriented Workforce/Reports Analyst to support the operational and performance goals of our Workforce Management (WFM) team. This role is responsible for overseeing real-time operations, forecasting, scheduling, and reporting across multiple business lines in a contact center or BPO environment. The...

  • Senior Workforce Manager

    1 week ago

    Quezon City, National Capital Region, Philippines TaskUs Full time ₱1,200,000 - ₱2,400,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • HR Supervisor

    2 weeks ago

    Quezon City, National Capital Region, Philippines ALIBATON CONSTRUCTION INC Full time ₱300,000 per year

    Alibaton Construction Inc is a fast-growing construction firm committed to excellence in building infrastructure and empowering people. We are looking for a proactive and experienced HR Supervisor to lead our human resources operations and support our workforce across multiple project sites.Job SummaryThe HR Supervisor will oversee core HR functions...

  • Senior Workforce Manager

    1 week ago

    Quezon City, National Capital Region, Philippines WNS Full time ₱1,200,000 - ₱2,400,000 per year

    Strategic Workforce PlanningDevelop and implement long-term workforce planning strategies aligned with business goals.Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).Collaborate with senior management to align workforce strategy with operational objectives.Identify cost-saving opportunities without...