Philippines

Full-time

As a Workforce Management 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 o...