Supervisor, WFM Planning & Scheduling - Davao

Concentrix Philippines; Davao City; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Concentrix Philippines in Davao City seeks a Supervisor, WFM to lead real time associates in the Command Center. This role drives cost control, labor utilization, and service levels across multiple sites, with focus on intraday processes and program performance.

The ideal candidate has a related Bachelor's degree with 2–4 years of experience, strong communication, and hands-on experience with WFM tools such as IEX, eWFM, Avaya, or Genesys. A dynamic, 24x7 environment awaits.

Qualifications

• Bachelor's degree in a related field with two to four years of experience preferred.
• Understanding of the financial impact of decisions in WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills.
• Highly proficient in Microsoft Office tools.
• Willingness to work in a dynamic 24x7 environment with international programs/clients.
• Ability to multi-task, prioritize and meet timelines.
• Self-starter with urgency and composure under pressure.
• Strong attention to detail and business partnership skills.
• Hands-on experience with WFM tools like IEX/eWFM/Avaya/Genesys.

Responsibilities

• Support, coach, develop, and supervise a team of Real Time associates and/or ICs in the Command Center.
• Ensure cost control, labor utilization, and service level targets are met.
• Monitor sites across platforms, analyze call volumes and trends, implement strategies.
• Manage labor utilization during low volumes to maximize revenue.
• Participate in business continuity and disaster recovery meetings.
• Develop SLAs with stakeholders for Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decisions.
• Establish and maintain intraday WFM processes for assigned programs/clients.
• Apply consistent Command Center activities across a multi-center environment.
• Measure program performance and drive improvement plans.
• Prepare dashboards and conduct reviews with business stakeholders.

Skills

Communication skills

Multitasking

Leadership

Problem solving

Detail oriented

Business acumen

Mentoring

Time management

Pressure tolerance

Education

Bachelor's degree in related field

Tools

IEX

eWFM

Avaya

Genesys

Job description

Supervisor, WFM

Key Responsibilities:

• Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.

• Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.

• Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.

• Manage labor utilization during low volume periods while maximizing revenue.

• Responsible for implementing BCP solutions and participate in business continuity and disaster recovery meetings.

• Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.

• Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.

• Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.

• Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.

• Measure and trend individual program performance and leads the development of improvement plans as related to the program.

• Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Desired Skills:

• Bachelor's degree in related field from a college or university with two to four years of relevant experience preferred.

• Understanding of the financial impact of all decisions made within WFM.

• Solution driven and result oriented mindset.

• Strong oral and written communication skills.

• Highly Proficient in Microsoft Office tools.

• Willingness to work in dynamic 24*7 environment handling international programs/clients.

• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.

• Self-starter, sense of urgency and works well under pressure.

• Strong attention to detail.

• Highly professional and able to develop strong business partnerships.

• Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is essential.

• Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.

• Ability to mentor, coach and provide direction to team members.

• Ability to take initiative and ownership with focus on continuous improvement.

• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.

• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.

• Demonstrated ability to comprehend, analyze and interpret.