WFM Supervisor

2 weeks ago

Cebu City, Central Visayas, Philippines KMC Solutions Full time

Job Summary

The WFM Supervisor is responsible for leading the WFM team (Schedulers, Real-Time Analysts, Reports Analyst and Forecasters) to optimize staffing levels and operational efficiency. You will oversee the end-to-end WFM process—from long-term forecasting to real-time execution—ensuring that client KPIs, such as Service Level (SL) and Abandonment Rate, are consistently met across multiple sites or lines of business.

Key Responsibilities

1. Strategic Planning & Forecasting

  • Oversee the creation of accurate volume forecasts (calls, chats, emails) and staffing requirements based on historical data and marketing intelligence.
  • Analyze trends to predict future staffing needs and provide recommendations for recruitment or overtime.

2. Scheduling & Capacity Planning

  • Manage the production of agent schedules that balance business needs with employee preferences and labor laws.
  • Lead "lock-down" meetings with Operations to finalize weekly and monthly staffing plans.

3. Real-Time Management (RTM)

  • Supervise the Real-Time Analysts to ensure immediate response to service level variances.
  • Direct the "Intraday" strategy, including the management of "shrinkage" (meetings, coaching, breaks).

4. Performance Reporting & Analytics

  • Prepare and present daily, weekly, and monthly WFM performance reports to senior leadership and clients.
  • Identify "bottlenecks" in the workflow and recommend process improvements.

5. Team Leadership

  • Mentor and develop WFM staff, ensuring high levels of technical proficiency in WFM software (e.g., NICE IEX, Verint, Aspect).

Qualifications & Requirements

  • Education: Bachelor's degree in Business, Mathematics, Statistics, or a related field.
  • Experience: Minimum of 3–5 years in WFM within a BPO environment, with at least 2–5 years in a supervisory or lead role.

  • Technical Skills: * Advanced proficiency in MS Excel (Macros, Pivot Tables, Complex Formulas).

  • Hands-on experience with WFM tools (Calabrio/Nice or any WFM tools)

  • Core Competencies:

  • Strong analytical thinking and "data-to-insight" capabilities.

  • Excellent communication skills for client-facing interactions.
  • Ability to work under pressure in a fast-paced, 24/7 environment.

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