Workforce Supervisor

18 hours ago

Davao City, Davao, Philippines VXI Global Solutions Full time ₱1,200,000 - ₱2,400,000 per year

Job Summary

We are seeking a dynamic Workforce Supervisor to oversee and optimize the workforce management processes deployed on ‌critical 24/7 processes. The Workforce Supervisor will be responsible for Capacity Planning, Scheduling, Reporting, Real-Time Monitoring, and adhoc activities to ensure that the team is aligned to meet organizational goals efficiently and effectively within given timelines.

Roles and Responsibilities

  • Own end-to-end responsibilities of WFM Portfolio like Resource/Cap Planning, Scheduling, RTQM, Reporting & Analysis, Performance monitoring, Stakeholder and Client Interactions, Team management, MBR & WBR Decks, etc., but not limited to the above.
  • Directly manage and handle a team of WFM personnel efficiently; supervise and develop WFM analysts & specialists, providing guidance, coaching, and performance feedback.
  • Lead cadence discussions with Client and Operations to discuss SLAs and WFM deliverables.
  • FTE simulation and batch planning for BAU & ramp business.
  • Assist in developing reports, capacity plans, and schedules to ensure adequate staffing levels.
  • Implement process improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
  • Develop and maintain reports and analytics to support business decisions and measure performance.
  • Ensure adherence to company policies, procedures, and regulatory requirements.

Key Skills & Knowledge (Preferred)

  • Minimum 8–9 years of work experience in the international contact center WFM environment.
  • Minimum 2 years of team handling experience.
  • Proactive self-starter, able to work under minimal supervision and succeed in a dynamic, ambiguous environment.
  • Solid understanding of WFM fundamentals, functions, and deliverables.
  • Advanced expertise in MS Office (Excel, PowerPoint) and experience with WFM tools such as IEX, eWFM, CMS, Avaya, etc.
  • Ability to think strategically and tactically while adhering to processes.
  • Team player who enjoys collaborating and sharing knowledge with colleagues.
  • Flexibility to work in a 24/7 office environment.
  • Keen analytical, problem-solving, active listening, probing, negotiation, de-escalation, written and excellent communication, interpersonal, and conflict resolution skills.
  • Strong leadership and team management abilities; able to work under pressure, manage multiple priorities, meet tight deadlines, and develop innovative solutions.

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