WFM and RTA Supervisor | Cebu or Davao (Onsite)

Ethos Support Co.; Cebu City; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

Ethos Support Co. is seeking a WFM and RTA Supervisor to lead day-to-day workforce planning and real-time operations for client accounts. You will forecast, staff, schedule, and monitor intraday activities, ensuring accuracy and adherence while protecting client commitments and employee experience.

Role requires onsite work in Cebu or Davao with rotating shifts, weekends, and holidays as needed. Strong Excel, dashboards, and leadership capabilities are essential to drive performance and service

Qualifications

• 3+ years of workforce management or real-time operations experience in a contact center or BPO.
• At least 1 year in a lead or supervisory capacity.
• Advanced Excel skills and experience with dashboards and reporting tools.
• Strong leadership, coaching, and conflict-resolution skills.
• Ability to clearly communicate workforce risks and recommendations to leaders and clients.

Responsibilities

• Supervise, coach, schedule, and develop RTA and WFM team members for reliable coverage across hours.
• Review and approve forecasts, staffing models, capacity plans, schedules, and reports for accuracy.
• Ensure staffing aligns with client requirements, productive hours, and guardrails.
• Oversee real-time queue management and escalate workforce risks as needed.
• Maintain SOPs, reporting definitions, and audit-ready documentation.
• Lead daily, weekly, and monthly workforce reviews with clear owners and timelines.

Skills

Forecasting

Capacity planning

Scheduling

Excel skills

Leadership

Communication

Data validation

Power BI

Tools

Power BI

Power Query

SQL

Job description

WFM and RTA Supervisor | Cebu or Davao (Onsite)

Job Summary

The WFM and RTA Supervisor leads day to day workforce planning and real time operations across assigned client accounts. This role is accountable for the quality of forecasts, staffing plans, schedules, intraday decisions, reporting, documentation, and shift coverage produced by the Workforce Management and RTA team.The Supervisor must connect long term planning with real time execution. This person is expected to identify risks early, verify the accuracy of the team’s work, communicate clearly with Operations and Client Services, and ensure decisions protect both client commitments and a fair employee experience.

Key Responsibilities

• Supervise, coach, schedule, and develop RTA and Workforce Management team members, ensuring reliable coverage across all required hours.
• Review and approve forecasts, staffing models, capacity plans, schedules, intraday plans, and workforce reports for accuracy and completeness.
• Ensure client requirements, contracted productive hours, approved nonproductive activities, shrinkage assumptions, and staffing guardrails are accurately reflected in plans.
• Oversee real time queue management and ensure the team takes timely, well documented action when service or staffing risks emerge.
• Establish clear escalation thresholds and remain available for material staffing, service level, schedule, system, or data issues.
• Audit adherence, overtime, undertime, voluntary time off, nonproductive time, staffing changes, and approvals to ensure consistency and control.
• Partner with Operations and Client Services to align on demand, headcount, training, coaching, offline work, leave, and performance risks.
• Provide clear workforce updates, risk assessments, and recommendations to internal leadership and client stakeholders.
• Lead daily, weekly, and monthly workforce reviews and ensure actions have clear owners and completion dates.
• Investigate misses, discrepancies, or client concerns; complete root cause analysis and implement corrective and preventive actions.
• Maintain workforce standard operating procedures, reporting definitions, approval records, handover expectations, and audit ready documentation.
• Measure team performance through accuracy, timeliness, service outcomes, decision quality, documentation, and stakeholder feedback.
• Build cross training and succession plans so critical workforce processes do not depend on one person.

Required Qualifications

• At least 3 years of workforce management or real time operations experience in a contact center or BPO, including at least 1 year in a lead or supervisory capacity.
• Strong understanding of forecasting, capacity planning, scheduling, shrinkage, occupancy, utilization, service level, adherence, and intraday management.
• Demonstrated ability to validate workforce data, challenge assumptions, and identify operational or financial risk.
• Advanced Excel skills and experience using workforce platforms, dashboards, and contact center reporting tools.
• Strong leadership, coaching, performance management, and conflict resolution skills.
• Ability to communicate workforce risks and recommendations clearly to leaders, Operations teams, and clients.
• High integrity, accountability, and consistency in applying staffing and attendance standards.
• Ability to manage multiple client priorities in a fast paced environment and remain calm during service incidents.
• Availability to work onsite in Cebu or Davao and provide coverage across rotating shifts, weekends, and holidays when required.

Desired Qualifications

• Experience supporting several client accounts, queues, channels, or locations simultaneously.
• Experience with Power BI, Power Query, SQL, or other analytical tools.
• Experience presenting workforce plans, business reviews, or recovery plans directly to clients.
• Experience designing workforce controls, quality checks, and audit ready processes.

About the Company

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.Our comprehensive approach includes taking charge of our clients' new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients' CX operations and provide superior support to their customers. We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarded career path for all employees.

Why Work with Us?

• Flexible remote work options.
• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.