Workforce Supervisor

4 days ago

Manila, National Capital Region, Philippines IntouchCX Full time ₱900,000 - ₱1,200,000 per year

About IntouchCX

IntouchCX 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 relationships with our brand partners and empowering our people to drive positive change.

About the Job

We're seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team's performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.

As Workforce Supervisor, You Will…

  • Evaluate forecasting and capacity models to give recommendations for long term staffing needs
  • Provide clear communication of the forecasted workload, changes, assumptions and inputs
  • Escalate discrepancies in data to management with recommendations for action
  • Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
  • Advise on potential opportunities or hazards that affect the ability to meet strategic goals
  • Analyze proposals from WFM analysts' related to staffing needs
  • Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
  • Act as initial point of contact for all assigned projects on all scheduling concerns
  • Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
  • Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency
  • Directly respond to client escalations/queries with regards to Workforce Management
  • Participate in daily and weekly meetings that requires workforce involvement
  • Perform other duties as assigned

As Workforce Supervisor, You Have…

  • A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
  • Have at least 2 year of Workforce Team Lead experience in both Real Time and Planning
  • Have at least 2 years of Workforce Planning experience
  • Experience working with Aspect and Verint software (considered an asset)
  • Strong analytical, problem-solving, technical, information-management and decision-making skills
  • Demonstrated strong interpersonal and communication skills
  • Superior organizational skills and the ability to follow through
  • Ability to work in a fast-paced, hectic & changing environment
  • Ability to effectively interact with employees at all levels and people from diverse backgrounds
  • Ability to think strategically
  • Ability to plan and monitor for results

  • RTA Workforce Supervisor

    4 days ago

    Manila, National Capital Region, Philippines IntouchCX Full time ₱540,000 - ₱780,000 per year

    As 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...

  • Supervisor, Workforce Management

    3 days ago

    Manila, National Capital Region, Philippines Ubiquity Global Services, Inc. Full time ₱400,000 - ₱800,000 per year

    We're hiring.The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact...

  • Workforce Supervisor

    1 week ago

    Manila, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time ₱400,000 - ₱1,200,000 per year

    Workforce SupervisorPositions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance, and other...

  • Workforce Management Supervisor

    4 days ago

    Manila, National Capital Region, Philippines RELX Group Full time ₱900,000 - ₱1,200,000 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...

  • Workforce Management Supervisor

    1 week ago

    Manila, National Capital Region, Philippines Optum Full time ₱1,200,000 - ₱2,400,000 per year

    Workforce SupervisorPositions in this function are responsible for all scheduling, monitoring staffing levels and adjusting as necessary. Responsible for analyzing, implementing, and monitoring workforce planning initiatives to optimize and scale the evolving workforce with short and long-range plans. Collaborates with business leaders, Finance, and other...

  • Workforce Assistant Manager

    4 days ago

    Manila, National Capital Region, Philippines Alldigi Tech Full time ₱900,000 - ₱1,200,000 per year

    Job Descriptions:Manage the scheduling, forecasting, and real-time tracking of call center staff to ensure smooth operations and meet performance goals.Monitor daily performance and adjust schedules as needed to meet service targets (SLAs and KPIs).Work closely with operations, training, and other teams to align workforce plans with company goals.Ensure...

  • Workforce Forecaster and Planner

    1 week ago

    Manila, National Capital Region, Philippines Optum Full time ₱2,000,000 - ₱2,500,000 per year

    Job 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...

  • URGENT HIRING WFM Supervisor

    4 days ago

    Manila, National Capital Region, Philippines ResultsCX Full time ₱900,000 - ₱1,200,000 per year

    The Workforce Management Supervisor provides strategic direction and leadership to the Results site call center operations in areas of Real Time Management, Intraday Analysis, Forecasting and Scheduling, Capacity Planning and Login Administration.We are looking for someone who has:3 years WFM Planning Supervisor Exp in a BPO settingWith WFM tools such as...

  • Team Lead, Workforce Analysis

    4 days ago

    Manila, National Capital Region, Philippines NiCE Full time ₱900,000 - ₱1,200,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.At NICE, we don't limit our challenges. We challenge our limits....

  • Workforce Supervisor

    4 days ago

    Manila, National Capital Region, Philippines Ubiquity Full time ₱900,000 - ₱1,200,000 per year

    Job Description:Responsible for development and supervision of activities of resources related to Scheduling, Real Time Management, administer hiring, discipline, rewards, and performance management.Responsible for the day to day Real Time Management and Scheduling operations.Owns scheduling cycle and timelines from construction of initial schedule bids to...