Worforce Supervisor

Probe CX; Asia; On-site; PEN 37,000 - 61,000; Full time

Job summary

Probe CX in Makati is seeking a Workforce Supervisor to lead the WFM team, driving forecasting, capacity planning, scheduling, real-time management and reporting with accuracy and data‑driven decisions.

You will align with client demand drivers, governance cadences, and service expectations while coaching analysts and ensuring data privacy and policy compliance.

Qualifications

• At least 5 years of WFM experience.
• Minimum 2 years supervisory experience in a BPO industry.
• Experience working directly with clients (preferred).
• Must be amenable to work in Wilcon IT Hub, Makati.

Responsibilities

• Lead WFM forecasting across all client demand drivers.
• Oversee capacity planning and staffing recommendations.
• Manage scheduling lifecycle and multi-skill scheduling.
• Lead intraday real-time management across queues.
• Produce and govern daily/weekly/monthly performance reports.
• Coach and develop WFM analysts; manage improvement plans.
• Engage with client leaders and internal teams regularly.
• Represent WFM in cadence meetings and reviews.
• Ensure policy compliance and documentation hygiene.
• Promote respectful, safe, and compliant workplace culture.

Skills

WFM experience

Supervisory experience

Client engagement

Forecasting

Capacity planning

Job description

## Worforce SupervisorApply: Makati City MNL Philippines: Full time: Posted Yesterday: JR14553At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.**Responsible for:**Lead the Workforce Management (WFM) team, ensuring forecasting, capacity planning, scheduling, real‐time management, and reporting are delivered at high accuracy andconsistency. This role drives execution aligned with the client’s demand drivers, governance cadence, and service expectations. The WFM Supervisor ensures analysts stay accountable, performance isoptimized, and operational decisions are guided by data. Main Activities and Responsibilities:1. Forecasting Leadership● Oversee unified volume forecasting across all client demand drivers (satellite changes, billing cycles, tech issues, sports seasonality, digital behaviour).● Drive scenario‐based modeling (best/mid/worst case) to inform staffing plans and operational readiness.● Lead forecast calibration and monthly forecast review sessions with stakeholders. 2. Capacity Planning Oversight● Validate supply–demand balancing, shrinkage levels, and staffing recommendations (OT, hiring,cross‐skilling) for PH operations.● Participate in Demand Planning and Fusion meetings to align capacity with upcominginitiatives. 3. Scheduling Management● Oversee scheduling lifecycle: build, publish, update, shrinkage integration, and leavemanagement.● Ensure multi‐skill scheduling supports channel mix changes and service requirements. 4. Real‐Time Management (RTM)● Lead intraday steering across queues, including staffing moves, skill activation, and actiontriggers.● Ensure absenteeism, AHT spikes, and volume anomalies are addressed quickly 5. Reporting Governance● Validate and deliver daily/weekly/monthly operational performance reports (volumes, AHT,shrinkage, staffing variance, SL, digital trends).● Oversee scorecard reporting (adherence, productivity, efficiency). 6. Leadership & Team Development● Provide coaching, performance management, and skill development to WFM analysts.Document coaching sessions, manage improvement plans, and reinforce accountability. 7. Stakeholder Engagement● Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.● Communicate risks, drivers, and performance insights clearly and proactively. 8. Governance Cadence Execution● Represent WFM in daily stand‐ups, weekly capacity reviews, GTM meetings, demand‐planningforums, monthly forecast reviews, and quarterly strategy sessions. 9. Policy, Compliance & Documentation● Ensure adherence to Probe/Client policies, including data security, privacy, and reporting hygiene.● Comply with Probe’s privacy, data protection and information security policies when handlingpersonal data and uphold high standards of data protection, security and fraud prevention inthe course of your employment. This extends to being diligent to protect Probe and client dataand assets and never sharing passwords, one time passwords (OTP), multi-factorauthentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert forsuspicious calls, chats or emails asking for account or personal/login information and notclicking on suspicious links.● Complete all necessary training requirements and professional development opportunities. 10. Culture & Workplace Standards● Promote a respectful, inclusive, and safe environment; address hazards and upholdcompliance.● Ensure a safe, healthy and sustainable workplace for all employees and contractors, reportworkplace hazards, and provide a safe and positive workplace.● Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace bytaking proactive measures to identify and eliminate harassment in any form.● Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture andmaintain the highest standards of business conduct.● Support our speak up culture and report suspected or actual improper conduct in accordancewith our Whistleblower Policy. **Qualifications:** ● At least 5 years of WFM experience● Minimum 2 years supervisory experience in a BPO industry● Experience working directly with clients (preferred).● Must be amenable to work in Wilcon IT Hub, Makati