Senior WFM Supervisor: Forecasting, Scheduling & RTM

ProbeGroup Philippines Inc.; Makati; On-site; PHP 558,000 - 893,000; Full time

Job summary

Probe Group Philippines Inc. is seeking a WFM Supervisor to lead forecasting, capacity planning, scheduling, RTM, and reporting with high accuracy.

You will align work with the client’s demand drivers, governance cadence, and service expectations while coaching analysts. You will drive data‑driven decisions, oversee daily stand-ups, capacity reviews, and scorecard reporting, and ensure adherence to data security policies.

Qualifications

• Minimum 5 years of WFM experience.
• Minimum 2 years supervisory experience in a BPO industry.
• Experience working directly with clients (preferred).

Responsibilities

• Forecasting Leadership: Oversee unified volume forecasting across client demand drivers and drive scenario-based staffing plans.
• Capacity Planning Oversight: Validate supply-demand balancing and staffing recommendations for PH operations.
• Scheduling Management: Oversee scheduling lifecycle and multi-skill scheduling to support channel mix and service requirements.
• Real-Time Management (RTM): Lead intraday steering across queues, staffing moves, and action triggers.
• Reporting Governance: Deliver daily/weekly/monthly performance reports and oversee scorecard reporting.
• Leadership & Team Development: Coach WFM analysts, manage performance, and develop skills.
• Stakeholder Engagement: Maintain relationships with client leaders and internal teams; communicate risks and insights.
• Governance Cadence Execution: Represent WFM in stand-ups, capacity reviews, and strategy sessions.
• Policy, Compliance & Documentation: Ensure adherence to policies, data security, privacy, and training commitments.

Skills

WFM experience

Supervisory experience

Client-facing

Job description

Probe Group Philippines Inc. is seeking a WFM Supervisor to lead forecasting, capacity planning, scheduling, RTM, and reporting with high accuracy.

You will align work with the client’s demand drivers, governance cadence, and service expectations while coaching analysts. You will drive data‑driven decisions, oversee daily stand-ups, capacity reviews, and scorecard reporting, and ensure adherence to data security policies.