Strategic WFM Supervisor: Real-Time & Forecasting

ResultsCX; Mactan; On-site; PHP 60,000 - 90,000; Full time

Job summary

ResultsCX is seeking a WFM Supervisor to lead the workforce management function for the Lapu-lapu site. You will guide real time management, intraday analysis, forecasting and scheduling, capacity planning, and login administration to optimize performance.

You will develop a strong WFM team, mentor analysts, and build effective relationships with internal stakeholders and clients. The role requires leadership experience and advanced knowledge of multiple WFM tools in a fast-paced contact center

Qualifications

• Strong leadership experience in workforce management or contact center settings.
• Proven ability to mentor and develop WFM staff.
• Excellent analytical and data-driven decision making.

Responsibilities

• Lead analytical, data driven, and tactical Workforce teams.
• Identify future Workforce Management analysts and develop the bench strength.
• Develop relationships with internal WFM and external customers.
• Collaborate and communicate across site & client priorities.
• Oversee site WFM process improvements and meet KPIs and service levels.
• Create strategic recommendations to improve productivity while balancing costs.
• Proactively analyze and implement agent staffing plans and re-forecasts.

Skills

Leadership

Team development

Analytical skills

Excellent communication

WFM knowledge

Multitasking

Detail-oriented

Adaptability

Education

High School Diploma

Tools

IEX

Verint

eWFM

CMS

Canvas

Avaya

Geotel

Job description

ResultsCX is seeking a WFM Supervisor to lead the workforce management function for the Lapu-lapu site. You will guide real time management, intraday analysis, forecasting and scheduling, capacity planning, and login administration to optimize performance.

You will develop a strong WFM team, mentor analysts, and build effective relationships with internal stakeholders and clients. The role requires leadership experience and advanced knowledge of multiple WFM tools in a fast-paced contact center