Supervisor Workforce Management - RTM

iQor; Bacolod; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

iQor Philippines is seeking a Workforce Management Manager to ensure adequate staffing for forecasted call volumes while meeting KPI targets and maintaining accurate reporting and system access governance.

You will supervise staffing planning, coach analysts, generate intraday to monthly reports, and implement scheduling adjustments to hit KPIs, while upholding security, health, safety, and quality standards.

Qualifications

• 2–3 years of relevant WFM experience, including supervisory responsibilities.

Responsibilities

• Supervise and maintain workforce planning activities to ensure sufficient staffing levels.

Skills

WFM experience

Supervisory experience

Interpersonal skills

Stakeholder management

Excel proficiency

Analytical skills

Programming knowledge

Reporting tools

Tools

Workforce management tools

Reporting tools

Job description

Responsible for ensuring that adequate resources are available to support client-forecasted call volumes while meeting client, internal, and financial KPI targets. This role also oversees administrative functions to ensure accurate reporting, reporting structures, and system access management.

Key Responsibilities

• Supervise and maintain workforce planning activities to ensure sufficient staffing levels are available to support forecasted call volumes.
• Ensure analysts understand and comply with all call center objectives, performance standards, and company policies.
• Monitor and evaluate analyst performance, providing coaching, development opportunities, and corrective actions when necessary.
• Deliver accurate staffing and performance reports to operations, highlighting scheduled versus required staffing on an intraday, weekly, and monthly basis.
• Recommend and implement staffing and scheduling adjustments to ensure operational KPIs are consistently achieved.
• Ensure full compliance with company policies and procedures, including Security, Health, Safety, and Quality standards.
• Maintain the confidentiality of proprietary, client, and company information at all times.
• Interpret and act on instructions received through written, verbal, diagrammatic, or scheduling formats.
• Support and promote the strategic direction of the business and call center operations.
• Perform other duties as assigned.

Qualifications

• 2–3 years of relevant workforce management (WFM) experience, including supervisory responsibilities.
• Strong interpersonal, communication, and stakeholder management skills.
• Proven leadership and people development capabilities.
• Flexible to work various shifts and schedules based on business requirements.
• Advanced proficiency in Microsoft Excel.
• Knowledge of software programming is an advantage.
• Experience using workforce management and reporting tools.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.