Workforce Supervisor

2 days ago

Calamba, Calabarzon, Philippines SPi Global (now Straive) Full time ₱300,000 - ₱600,000 per year

Location: Paranaque or Dumaguete

Job Description

The Workforce Supervisor manages day-to-day workforce operations, supervises scheduling  activities, and ensures adherence to workforce plans. This role serves as a bridge between strategic  workforce planning and operational execution.

Key Roles and Responsibilities


• Supervise daily workforce scheduling and resource allocation


• Monitor adherence to schedules and service level targets


• Coordinate with operations managers on staffing adjustments


• Manage schedule change requests and time-off approvals


• Train and develop junior workforce management staff


• Prepare daily, weekly, and monthly operational reports


• Handle escalations related to scheduling and capacity issues


• Ensure compliance with labor regulations and company policies

Required Knowledge and Skills


• 2-4 years workforce management or operations experience


• Strong understanding of scheduling principles and constraints


• Knowledge of contact center operations and metrics


• Experience with workforce management software


• Leadership and people management capabilities


• Problem-solving and conflict resolution skills


• Understanding of labor laws and scheduling regulations

Technical Expertise and Tools


• Workforce Management Systems (scheduling modules)


• Microsoft Office Suite (Excel, Outlook, PowerPoint)


• Time and attendance systems


• Reporting and dashboard tools


• Communication and collaboration platforms


• Basic database and query knowledge

Personal Characteristics and Competencies


• Strong organizational and time management skills


• Excellent communication and interpersonal abilities


• Leadership potential with coaching mindset


• Calm under pressure with crisis management skills


• Attention to detail and accuracy


• Flexibility and adaptability to changing priorities

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