Strategic Workforce Management Lead

iQor; Metro Manila; On-site; PHP 400,000 - 700,000; Full time

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 supervise training plans and ensure reporting accuracy and system access, supporting intraday, daily, weekly, and monthly schedules.

You will lead analysts, coaching as needed, monitor performance, and enforce policies. The role requires strong Excel and reporting tool skills and a deep understanding of call center operations.

Qualifications

• 2–3 years of supervisory experience in a WFM setting.
• Strong interpersonal skills and leadership ability.
• Bachelor’s degree or equivalent; business administration preferred.

Responsibilities

• Supervise and maintain training plans to ensure adequate staffing for forecasted call volume.
• Ensure analysts understand call center objectives, performance standards, and policies.
• Monitor and evaluate performance; provide coaching and corrective actions as needed.
• Provide intraday and monthly staffing reports to meet KPIs and forecasts.
• Recommend staffing and scheduling changes and implement them timely.
• Maintain 100% adherence to company policies (Security, Health, Safety, Quality).
• Handle confidential data and interpret various instructions in multiple formats.
• Align with call center strategies and perform other duties as assigned.

Skills

Supervisory experience (WFM)

Interpersonal skills

Leadership & development

Flexible to shifts

Programming knowledge

Data interpretation

Education

Bachelor's degree in Business Administration or related field

Tools

Excel (advanced)

Reporting tools

Job description

iQor in the Philippines is seeking a Workforce Management Supervisor to ensure staffing aligns with forecasted call volumes while meeting KPI targets. You will supervise training plans and ensure reporting accuracy and system access, supporting intraday, daily, weekly, and monthly schedules.

You will lead analysts, coaching as needed, monitor performance, and enforce policies. The role requires strong Excel and reporting tool skills and a deep understanding of call center operations.