Lead Workforce & Planning Supervisor

IntouchCX; Morong; On-site; PHP 391,000 - 614,000; Full time

Job summary

IntouchCX is seeking a Workforce Supervisor to direct and manage a team of Workforce Analysts and Specialists in the Philippines. The role focuses on ensuring the team delivers against client operational expectations and company goals, with emphasis on performance development and process discipline.

The supervisor will forecast staffing needs, communicate workload changes, coordinate with operations, and escalate data discrepancies with actionable recommendations while driving efficiency and

Qualifications

• Post-secondary degree in a related discipline.
• At least 2 years of Workforce Team Lead experience in both Real Time and Planning.
• At least 2 years of Workforce Planning experience.
• Experience with Aspect and Verint software (assets).
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Demonstrated strong interpersonal and communication skills.
• Superior organizational skills and the ability to follow through.
• Ability to work in a fast-paced, hectic & changing environment.
• Ability to effectively interact with employees at all levels and people from diverse backgrounds.
• Ability to think strategically and plan for results.

Responsibilities

• Evaluate forecasting and capacity models to give recommendations for long term staffing needs.
• Provide clear communication of the forecasted workload, changes, assumptions and inputs.
• Escalate discrepancies in data to management with recommendations for action.
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business.
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals.
• Analyze proposals from WFM analysts’ related to staffing needs.
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained.
• Act as initial point of contact for all assigned projects on all scheduling concerns.
• Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly.
• Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Directly respond to client escalations/queries with regards to Workforce Management.
• Participate in daily and weekly meetings that requires workforce involvement.
• Perform other duties as assigned.

Skills

Forecasting

Communication

Analytical

Staff management

Staffing planning

Problem-solving

Interpersonal skills

Organizational skills

Strategic thinking

Adaptability

Education

Post-secondary degree in related discipline

Tools

Aspect software

Verint software

Job description

IntouchCX is seeking a Workforce Supervisor to direct and manage a team of Workforce Analysts and Specialists in the Philippines. The role focuses on ensuring the team delivers against client operational expectations and company goals, with emphasis on performance development and process discipline.

The supervisor will forecast staffing needs, communicate workload changes, coordinate with operations, and escalate data discrepancies with actionable recommendations while driving efficiency and