Workforce Supervisor

4 days ago

Antipolo City, Calabarzon, Philippines Private Advertiser Full time ₱104,000 - ₱130,878 per year

Job Description

  • Candidate needs to be good with numbers/data analysis etc.
  • Look for candidates who have mathematics/software programming background. Prior BPO experience is preferred.
  • Candidate needs to work from office – no hybrid option.
  • Candidate must be flexible with any shift/schedule.
  • Candidate can be from Antipolo/Manila [preferred]. But will have to travel to TARLAC occasionally.

Key Responsibilities

  • Team Leadership:

Manage, mentor, and provide coaching to WFM analysts and real-time monitors.

  • Forecasting and Scheduling:

Oversee the creation of accurate long-term forecasts and detailed schedules to ensure adequate staff coverage for operational demands.

  • Intraday Management:

Monitor and manage real-time staffing levels to adjust schedules as needed, ensuring adherence to service objectives and reducing wait times.

  • Data Analysis and Reporting:

Analyze workforce metrics, identify trends, and provide insights for improving forecasts, scheduling, and overall efficiency.

  • Process Improvement:

Conduct reviews and audits to ensure compliance with company policies and WFM best practices, identifying areas for enhancement in processes.

  • Stakeholder Communication:

Serve as a liaison between the WFM team and other operational departments, sharing updates and addressing concerns to foster collaboration.

Essential Skills and Qualifications

  • Analytical Skills:

Ability to interpret complex data, trends, and WFM metrics to inform strategic decisions.

  • Leadership & Communication:

Strong communication and interpersonal skills for guiding teams, collaborating with other departments, and providing feedback.

  • WFM Tools Proficiency:

Experience with workforce management software such as IEX, Calleo, Genesys.

  • Operational Knowledge:

Deep understanding of workforce management principles, including forecasting, scheduling, and performance management.

  • Results-Oriented:

A focus on achieving key performance indicators (KPIs) and meeting strategic business objectives.

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