Senior Workforce Management & Scheduling Lead

iQor

Metro Manila

On-site

PHP 900,000 - 1,400,000

Full time

14 days+

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Job summary

iQor in the Philippines is seeking a Workforce Management Supervisor to ensure staffing aligns with forecasted call volumes while meeting KPI targets. You will participate in client calls, prepare intraday staffing reports, and drive scheduling decisions across multiple locations including off-shore teams.

The role requires 5–8 years in workforce management, 3+ years in call center leadership, and strong Excel/analytical skills.

Qualifications

Bachelor's degree in Business Administration or related field required or equivalent.
5-8 years of workforce management experience including forecasting, staffing and scheduling.
3+ years in call / contact center and supervisory experience (5+ direct reports).
Strong written and verbal communication skills and presentation ability.
Advanced Excel skills and strong analytical capabilities.

Responsibilities

Manages training plans to meet forecasted call volume and staffing needs.
Participates in client calls to review KPI performance.
Provides intraday and monthly staffing reports to ensure KPI targets are met.
Recommends and executes scheduling modifications to meet KPI goals.
Schedules off-the-phone activities to avoid KPI impact.
Manages forecasting and scheduling processes including vacations and new-hire loading.
Oversees administrative processes including ID management.
Performs other duties as assigned.