Strategic WFM Lead: Forecasting, Scheduling & RTM

Probe CX; Makati; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Probe CX in Makati is seeking a WFM Supervisor to lead forecasting, capacity planning, scheduling, RTM, and reporting with high accuracy.

You will drive data-driven decisions, oversee analysts, and coordinate with client leaders and internal teams to ensure service levels meet expectations. This role emphasizes governance, training, and compliance with data privacy policies while promoting a respectful workplace.

Qualifications

• Minimum 5 years of WFM experience.
• At least 2 years of supervisory experience in a BPO.
• Experience working directly with clients (preferred).
• Amenable to work in Wilcon IT Hub, Makati.

Responsibilities

• Forecasting leadership and capacity planning across client demand drivers.
• Oversee scheduling lifecycle and multi-skill scheduling.
• Lead intraday RTM and real-time decision making.
• Deliver daily/weekly/monthly performance reports and scorecards.
• Coach and develop WFM analysts; manage improvement plans.
• Engage with client leaders and internal teams; communicate risks and insights.
• Ensure compliance with data security and Probe policies.

Skills

WFM experience

Supervisory experience

Client-facing skills

Forecasting & capacity planning

Job description

Probe CX in Makati is seeking a WFM Supervisor to lead forecasting, capacity planning, scheduling, RTM, and reporting with high accuracy.

You will drive data-driven decisions, oversee analysts, and coordinate with client leaders and internal teams to ensure service levels meet expectations. This role emphasizes governance, training, and compliance with data privacy policies while promoting a respectful workplace.