Supervisor Workforce Management

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

Job Summary: Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for supervising various administrative duties to ensure accurate reporting, reporting structures, and system access.

Responsibilities: Supervises and maintains training plans to ensure that adequate staffing resources are planned to handle the forecasted call volume.

Ensuring analysts understand and comply with all call center objectives, performance standards, and policies. Monitoring and evaluating performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing on the forecast and monthly basis to ensure KPIs are met.

Ensures staffing and scheduling modifications are recommended to the operation team and are executed on an intraday, daily, weekly and monthly basis to ensure KPIs are met.

Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).

Maintains discretion and confidentiality in all areas pertaining to systems, data, and proprietary information, whether internal to iQor or customer specific.

Interprets a variety of instructions furnished in written, oral, diagram or schedule form.

Understands and embraces the business and call center operations strategic direction.

Performs other duties as assigned.

Skills Requirements:

• 2-3 years of work-related experience required supervisory experience (WFM setting).
• Strong Interpersonal skills.
• Strong Leadership and Development skills to manage complex role.
• Flexible to work on any shift schedule and demands of the business
• Advance skills in Excel.
• Knowledgeable in software programming is an advantage.
• Expertise and knowledgeable in all Reporting tools and usage.
• Ability to read and interpret complex data.

Education Requirements: Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements: Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.