Strategic Workforce Supervisor - Forecasting & Scheduling

IntouchCX; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IntouchCX in Manila is seeking a Workforce Supervisor to lead a team of Workforce Analysts and Specialists, directing forecasting, capacity planning, and staffing decisions to meet client and business goals.

The ideal candidate has a post-secondary degree and at least two years in workforce leadership roles, plus experience with planning, real-time operations, and strong analytical and communication skills.

Qualifications

• Bachelor's degree in Computer Science, Marketing, Communications, Business or related field.
• At least 2 years of Workforce Team Lead experience in Real Time and Planning.
• At least 2 years of Workforce Planning experience.
• Experience with Aspect or Verint software is an asset.
• Strong analytical, problem-solving, technical and communication skills.
• Ability to work in a fast-paced, changing environment and collaborate across teams.

Responsibilities

• Evaluate forecasting and capacity models to inform long-term staffing decisions.
• Communicate forecasted workload, changes, assumptions and inputs clearly.
• Escalate data discrepancies with actionable recommendations.
• Coordinate with operations to meet operational and strategic needs.
• Advise on opportunities or hazards affecting goals.
• Analyze proposals from WFM analysts related to staffing needs.
• Respond to changes to maintain proper staffing levels.
• Act as initial contact for scheduling concerns on projects.
• Collaborate with departments to ensure smooth production.
• Recommend procedural changes to improve efficiency.

Skills

Analytical skills

Communication skills

Interpersonal skills

Strategic thinking

Education

Bachelor's degree in related discipline

Tools

Aspect software

Verint software

Job description

IntouchCX in Manila is seeking a Workforce Supervisor to lead a team of Workforce Analysts and Specialists, directing forecasting, capacity planning, and staffing decisions to meet client and business goals.

The ideal candidate has a post-secondary degree and at least two years in workforce leadership roles, plus experience with planning, real-time operations, and strong analytical and communication skills.