WFM Supervisor

3 hours ago

Ortigas Metro Manila, Philippines Acquire Intelligence Full time ₱120,000 - ₱250,000 per year

The WFM Supervisor is responsible for leading the Workforce Management team in forecasting, scheduling, real-time monitoring, and reporting to ensure the call center meets its service levels, productivity goals, and staffing requirements. This role ensures the right people are in the right place at the right time to support operational excellence.

Key Responsibilities

Forecasting & Capacity Planning

  • Develop accurate call, chat, and email volume forecasts using historical data and trends.
  • Create weekly, monthly, and quarterly staffing plans to meet SLA, occupancy, and cost targets.
  • Collaborate with operations to align headcount needs with hiring and training.

Scheduling & Intraday Management

  • Supervise creation and optimization of agent schedules, shift bids, rotations, and breaks.
  • Manage schedule adherence, time-off approvals, and intraday adjustments.
  • Monitor real-time performance dashboards and take actions to maintain service levels.

Performance Monitoring & Reporting

  • Produce reports on key metrics: SLA, AHT, shrinkage, occupancy, adherence, utilization, forecast accuracy, etc.
  • Identify gaps between forecast and actual data and implement corrections.
  • Provide actionable insights and recommendations to leadership.

Team Leadership

  • Lead WFM Analysts, Planners, and Real-Time Coordinators.
  • Provide training, coaching, and development on WFM tools, processes, and best practices.
  • Conduct performance reviews and ensure team alignment with operational goals.

Cross-Functional Collaboration

  • Work closely with Operations, QA, Training, and HR to ensure optimal staffing and workflow.
  • Support new program launches, seasonal ramps, and process improvement initiatives.
  • Communicate intraday updates and operational risks proactively to business leaders.

Qualifications

  • 2–3 years of WFM experience in a call center environment; supervisory experience preferred.
  • Strong knowledge of WFM metrics and call center operations.
  • Knowledgeable with WFM platforms
  • Excellent analytical, communication, and problem-solving skills.
  • Ability to work under pressure, manage deadlines, and adapt to changing business needs.

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