Workforce Supervisor

2 days ago

Pasig, National Capital Region, Philippines Intelegencia Full time ₱840,000 per year

As a Workforce Supervisor, you will be responsible for overseeing the day-to-day workforce operations, ensuring that staffing levels align with business needs and service level targets. You will lead a team of schedulers and real-time analysts, ensuring accurate forecasting, schedule adherence, and intraday performance management. This role requires strong coordination, analytical thinking, and a hands-on approach to support operational efficiency.

Key Responsibilities:

  • Supervise and coach a team of Workforce Management staff including real-time analysts and schedulers.
  • Monitor intraday performance, agent availability, and schedule adherence; initiate adjustments as needed to meet service level goals.
  • Assist in developing short-term forecasts based on historical data, trends, and current inputs from clients and operations.
  • Oversee shift bidding, schedule generation, and optimization to ensure staffing efficiency while considering employee preferences.
  • Maintain and update workforce tools, reports, and dashboards to ensure accurate real-time visibility and reporting.
  • Coordinate closely with Operations teams to provide WFM insights, highlight risks, and support resolution of staffing issues.
  • Generate and deliver reports on key WFM metrics such as occupancy, shrinkage, absenteeism, and schedule adherence.
  • Ensure data accuracy across workforce systems (e.g., Verint, NICE IEX, Genesys) and act as first-level SME for technical issues.
  • Support WFM leadership in planning for new campaigns, seasonal ramps, and account expansions.
  • Contribute to continuous improvement by identifying opportunities for process efficiency and automation within WFM functions.
  • Assist in audit preparation and respond to internal or client WFM inquiries as needed.

Qualifications:

  • Bachelor's degree in Business Administration, Operations, Statistics, or related field (or equivalent experience).
  • Minimum of 3–5 years of experience in Workforce Management, preferably in a BPO or contact center environment.
  • At least 1–2 years of supervisory or team lead experience within WFM or related operations.
  • Proficient in WFM systems such as NICE, Verint, Genesys, or similar tools.
  • Strong knowledge of real-time monitoring, scheduling, and short-term forecasting.
  • Proficient in MS Excel; familiarity with Power BI or similar reporting tools is a plus.
  • Strong analytical, organizational, and communication skills.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Preferred Qualifications:

  • Experience in a multi-channel environment (voice, chat, email)
  • Exposure to BPO, shared services, or global operations
  • Familiarity with Six Sigma or Lean methodologies
  • Experience supporting client-facing or high-growth accounts

Job Type: Full-time

Pay: Php60, Php70,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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