Lead WFM Supervisor - Forecasting & Scheduling

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 420,000 - 720,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Workforce Management Supervisor to oversee day-to-day operations, lead a team of schedulers and real-time analysts, and ensure accurate forecasting and schedule adherence.

The role requires coordinating with Operations and driving intraday performance improvements. The candidate will maintain WFM tools and dashboards, generate key metric reports, and act as SME for technical issues across Verint, NICE IEX, and Genesys.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 3–5 years of Workforce Management experience, preferably in BPO or contact center.
• 1–2 years of supervisory or team lead experience in WFM or related operations.
• Proficient in WFM systems such as NICE, Verint, or Genesys; strong real-time monitoring and forecasting skills.
• MS Excel proficiency; Power BI familiarity is a plus.

Responsibilities

• Supervise and coach a team of WFM staff including real-time analysts and schedulers.
• Monitor intraday performance, agent availability, and schedule adherence; adjust plans to meet SL goals.
• Develop short-term forecasts from historical data and current inputs from clients/ops.
• Oversee shift bidding, schedule generation, and optimization for staffing efficiency.
• Maintain and update workforce tools, reports, and dashboards for real-time visibility.
• Coordinate with Operations to provide WFM insights and resolve staffing issues.
• Generate reports on occupancy, shrinkage, absenteeism, and schedule adherence.
• Ensure data accuracy across Verint, NICE IEX, Genesys; serve as SME for technical issues.
• Support WFM leadership in planning campaigns, ramps, and expansions.
• Identify process improvement opportunities and automation within WFM functions.
• Assist in audit preparation and respond to WFM inquiries.

Skills

WFM systems experience

Excel proficiency

Power BI familiarity

Analytical skills

Communication skills

Multitasking

Education

Bachelor’s degree in Business Administration, Operations, Statistics, or related field

Tools

NICE

Verint

Genesys

Job description

INTELEGENCIA BPO LLC CORP. is seeking a Workforce Management Supervisor to oversee day-to-day operations, lead a team of schedulers and real-time analysts, and ensure accurate forecasting and schedule adherence.

The role requires coordinating with Operations and driving intraday performance improvements. The candidate will maintain WFM tools and dashboards, generate key metric reports, and act as SME for technical issues across Verint, NICE IEX, and Genesys.