Workforce Management Supervisor

5 days ago

PHLRE Shared ServicesManila, Philippines Remitly Full time $90,000 - $120,000 per year

The Workforce Management Supervisor plays a critical role in ensuring optimal staffing and operational efficiency across the division. This role is responsible for overseeing forecasting, scheduling, real-time monitoring, and reporting functions, while leading a team of WFM Analysts. The Supervisor will collaborate closely with Operations, HR, and other support teams to drive performance and service level achievement.

Key Responsibilities:

  • Lead and manage a team of WFM Analysts, providing coaching, guidance, and performance feedback.
  • Oversee daily workforce planning activities including forecasting, scheduling, and intraday monitoring.
  • Ensure accurate and timely reporting of key metrics such as service levels, occupancy, shrinkage, and adherence.
  • Partner with Operations leadership to align staffing plans with business needs and performance goals.
  • Identify and implement process improvements to enhance WFM efficiency and accuracy.
  • Support business continuity planning and execution during unexpected events or volume fluctuations.
  • Maintain and optimize WFM tools and systems in collaboration with IT and vendor partners.
  • Prepare and present workforce-related insights and recommendations to senior leadership.

Qualifications:

  • Bachelor's degree holder preferably in business administration, Statistics, Mathematics, Computer Science, or a related field (or equivalent work experience)
  • Minimum of 2–3 years of experience in Workforce Management (forecasting, capacity planning, scheduling, and real-time monitoring)
  • At least 1 year of experience in a leadership or supervisory role within WFM or operations is a plus
  • Experience in a shared services or BPO environment is a strong advantage
  • Proficiency in WFM tools (e.g., NICE IEX, Verint, Amazon Connect, or similar platforms),
  • Strong Excel skills (formula mastery, data analysis, automation, etc.), advance familiarity in functions, especially combining functions
  • Familiarity in using tools i.e. pivot tables and pivot charts, slicers and interactive elements, conditional formatting, etc. to highlight trends or outlier and summarizing data
  • Familiarity with reporting tools (e.g., Power BI, Tableau) is a plus
  • Understanding of ACD systems and call routing logic

Core Competencies

  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to manage multiple priorities and meet deadlines
  • High attention to detail and accuracy
  • Strong leadership and team management capabilities

Behavioral Attributes

  • Proactive and results-oriented
  • Able to work independently and collaboratively
  • Demonstrates integrity and professionalism
  • Adaptable to change and continuous improvement

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