RTA Workforce & Intraday Planning Lead

IBEX Global Solutions (Philippines) Inc.; Tagbilaran; On-site; PHP 391,000 - 580,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Supervisor who will oversee analysts responsible for staffing and intraday management across multiple queues.

You will determine schedules, allocate resources, and collaborate with site and department leaders to maintain coverage and develop contingency plans during peak times. The role requires 2–3 years of supervisor experience, 1+ year in forecasting and scheduling, and strong analytical skills.

Qualifications

• 2-3 years of Workforce Supervisory experience (open to Sr. RTA, Lead RTAs)
• At least 1 year experience in Forecasting, and Scheduling.
• Amenable to work onsite and in graveyard shift
• Must be willing to relocate in Tagbilaran, Bohol.
• Open to Manila and Non-Bohol candidates - with relocation assistance (terms and conditions apply)
• At least 1 year Intraday management experience
• Familiar with scheduling software such as Blue Pumpkin, IEX, Aspect
• Must possess very strong analytical skills
• Must possess an in-depth understanding of call center metrics and mathematics
• Previous large (~2500 seat) call center experience

Responsibilities

• Oversee a team of analysts responsible for all facets of workforce planning and intraday management.
• Determine and communicate work schedules and resources for various call queues.
• Develop contingency plans during peak demand times and ensure optimal coverage.
• Own end-to-end processes with creativity and latitude.

Skills

Workforce supervision

Forecasting & scheduling

Intraday management

Call center operations

Leadership

Analytical skills

Metrics & math

Multi-site / multi-skill

Communication skills

Relocation willingness

Tools

Blue Pumpkin scheduling

IEX

Aspect

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Supervisor who will oversee analysts responsible for staffing and intraday management across multiple queues.

You will determine schedules, allocate resources, and collaborate with site and department leaders to maintain coverage and develop contingency plans during peak times. The role requires 2–3 years of supervisor experience, 1+ year in forecasting and scheduling, and strong analytical skills.