Lead Real-Time WFM & Intraday Supervisor

ibex; Parañaque; On-site; PHP 420,000 - 600,000; Full time

Job summary

IBEX Philippines seeks an RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management across call queues. You will determine schedules and resources, ensuring adequate staffing and peak coverage while collaborating with site leaders to implement contingency plans.

The role calls for strong analytical skills, advanced Excel, and proven leadership, with several years of supervisory experience in large call centers and familiarity with WFM tools.

Qualifications

• Four year college degree in any field preferred.
• At least 3 years supervisory experience in the related field.
• At least 1 year forecasting and scheduling experience.
• At least 1 year intraday management experience.
• Working knowledge of scheduling software (Blue Pumpkin, IEX, Aspect).
• Experience in large call centers and multi-site environments preferred.

Responsibilities

• Schedule and workload distribution for call center reps to ensure high utilization and quality service.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate team activities for efficient and quality execution.
• Conduct new hire training on WFM guidelines and procedures.
• Develop staffing models based on forecasted volumes.
• Manage intraday schedules, including cancellations and rescheduling.
• Contribute to WFM strategy and long/short term planning.
• Work with management to develop policies, procedures, and training.

Skills

Analytical skills

Advanced Excel

Leadership

Communication skills

Education

Bachelor's degree in any field

Tools

Blue Pumpkin

IEX

Aspect

Job description

IBEX Philippines seeks an RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management across call queues. You will determine schedules and resources, ensuring adequate staffing and peak coverage while collaborating with site leaders to implement contingency plans.

The role calls for strong analytical skills, advanced Excel, and proven leadership, with several years of supervisory experience in large call centers and familiarity with WFM tools.