Workforce Supervisor

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the work of schedulers, planners, and analysts; manage daily workloads, set priorities, and ensure quality standards are met.

• Guarantee that schedules, reports, and intraday actions are provided accurately and punctually.

• Track daily service levels and staffing; implement real-time adjustments and manage escalations as necessary.

• Authorize intraday exceptions and time-off requests within established guidelines.

• Mentor analysts, conduct performance evaluations, and assist with hiring and onboarding processes.

• Serve as the escalation point for the Workforce Management (WFM) team and collaborate with Operations team leaders.

• Key deliverables include ensuring accuracy and timeliness, protecting intraday service levels, maintaining adherence, and fostering team productivity and development.

⛳️ Requirements

• Minimum of 3 years of experience in Workforce Management, including at least 1 year in a leadership, senior analyst, or supervisory position.

• Strong practical knowledge of scheduling, intraday management, and reporting.

• Background in a contact center or BPO environment.

• Familiarity with WFM platforms such as NICE IEX, Verint, Genesys, Aspect, or Calabrio, as well as ACD/telephony systems.

• Proficiency in advanced Excel.

• Experience with BI/reporting tools is an advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career growth.

• Comprehensive health insurance and wellness programs.

• Flexible work arrangements and a supportive work environment.