
Workforce Management Supervisor
4 days ago
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
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our
Applicant Request Support Form
or please contact
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams
here
.
Please read our
Candidate Privacy Policy
.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights
.
-
Workforce Supervisor
4 days ago
Manila, National Capital Region, Philippines IntouchCX Full time ₱900,000 - ₱1,200,000 per yearAbout IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
-
RTA Workforce Supervisor
4 days ago
Manila, National Capital Region, Philippines IntouchCX Full time ₱540,000 - ₱780,000 per yearAs Workforce Supervisor, You Will…Evaluate forecasting and capacity models to give recommendations for long term staffing needsProvide clear communication of the forecasted workload, changes, assumptions and inputsEscalate discrepancies in data to management with recommendations for actionWork with business leadership to coordinate processes to meet the...
-
Workforce Manager
2 days ago
Manila, National Capital Region, Philippines INTELASSIST INC. Full time ₱1,200,000 - ₱2,400,000 per yearEmployment Type: Full-Time EmploymentWork Setup: Hybrid SetupWork Schedule: Night Shift (Following U.S. Eastern Time Zone)Location: Eastwood, Libis, Quezon CitySalary Package: Up to 80,000 PHP/MonthlyPosition OverviewThe Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service...
-
Workforce Manager
4 days ago
Manila, National Capital Region, Philippines Engie Full time $80,000 - $120,000 per yearSUMMARYThe Workforce Manager will report to the Head of Resource Data Management supporting global operations. This role is responsible for aligning workforce capacity with business needs, managing utilization rates, client volume, and financial targets. This role leads forecasting and workforce optimization efforts that support service delivery, revenue...
-
Workforce Manager
4 days ago
Manila, National Capital Region, Philippines Innodata Knowledge Services, Inc. Full time ₱1,500,000 - ₱2,500,000 per yearJob description:Key ResponsibilitiesTeam Leadership: Lead and mentor Real-Time Analysts, Supply Planning, and Workforce Experts; set performance goals, conduct evaluations, and support career development.Workforce Planning: Oversee forecasting, scheduling, and resource allocation; ensure staffing efficiency while meeting service-level agreements.Performance...
-
Workforce Forecaster and Planner
1 week ago
Manila, National Capital Region, Philippines Optum Full time ₱2,000,000 - ₱2,500,000 per yearJob ResponsibilitiesThis position is responsible for forecasting staffing variables (i.e. volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecastFormulate recommendations based upon analysis, data and input from users and departmental...
-
Workforce Management Specialist
4 days ago
Manila, National Capital Region, Philippines WebBeds Full time ₱450,000 - ₱900,000 per yearWho is WebBeds?WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.Our Products range from a Retail Online platform,...
-
Workforce Coordinator
4 weeks ago
Manila, National Capital Region, Philippines Novotech Full timeOverviewJoin or sign in to find your next jobWorkforce Coordinator role at Novotech. The Workforce Coordinator is a key member of the Workforce Planning team. The purpose of this role is to provide support to the Workforce planning team to ensure processes and systems run smoothly and efficiently.ResponsibilitiesTriage point for the Workforce Planning team...
-
Workforce Management Specialist
4 weeks ago
Manila, National Capital Region, Philippines ING Full timeRole:Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.FTE and volume management which includes managing peaks and uplifting...
-
Senior Workforce Management Specialist
6 minutes ago
Manila, National Capital Region, Philippines Teknowiz Full time ₱900,000 - ₱1,200,000 per yearUrgently hiring for one of our direct clients in the Philippines.Job Title: Senior Executive- Workforce Management (RTA/Reporting)Location: Metro ManilaWork Mode: Onsite, Night ShiftJob Responsibilities:• Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.• System issue tracking•...