Real-Time WFM Supervisor - Call Center Scheduling Lead

Ibex Limited; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Ibex Limited is seeking a RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management in a busy call center environment in Manila. The role requires coordinating staffing, forecasting, and contingency planning to ensure optimal coverage across queues, with a focus on high utilization and service quality.

Ideal candidates bring a four-year degree, 3+ years in supervisory roles, and experience with scheduling software such as Blue Pumpkin, IEX, or Aspect.

Qualifications

• Must possess very strong analytical skills.
• In-depth understanding of call center metrics and mathematics.
• Ability to interact with Operations and clients from VP level to associates.
• Ability to manage teams of 10+ people.

Responsibilities

• Schedule and distribute workload for call center representatives to maintain high utilization and quality.
• Identify and resolve issues outside of own team.
• Coach and monitor performance of employees with regular feedback.
• Coordinate team activities for efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Review staffing models based on forecasted call volumes.
• Manage intraday schedules, including cancellations and changes to time off the phones.
• Contribute to long- and short-term WFM strategy.

Skills

Analytical skills

Leadership

Excel

Written and verbal communication

Team management

Education

Four year college degree

Tools

Blue Pumpkin

IEX

Aspect

Job description

Ibex Limited is seeking a RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management in a busy call center environment in Manila. The role requires coordinating staffing, forecasting, and contingency planning to ensure optimal coverage across queues, with a focus on high utilization and service quality.

Ideal candidates bring a four-year degree, 3+ years in supervisory roles, and experience with scheduling software such as Blue Pumpkin, IEX, or Aspect.