WFM & Intraday Optimization Supervisor

ibex; Metro Manila; On-site; PHP 480,000 - 640,000; Full time

Job summary

IBEX is seeking a RTA Supervisor to oversee a team of analysts handling workforce planning and intraday management. The role focuses on scheduling, staffing, and contingency planning to ensure optimal coverage across call queues.

The candidate will work with site and department leaders to maintain staffing levels, monitor performance, and implement WFM policies. Strong analytical and leadership skills are essential, with experience in large-scale call centers preferred.

Qualifications

• Four year college degree preferred
• At least 3 years supervising in a related field
• At least 1 year experience in Forecasting and Scheduling
• At least 1 year intraday management experience
• Working knowledge of scheduling software (Blue Pumpkin, IEX, Aspect)
• Large call center experience (~2500 seats) preferred
• Multi-site and multi-skill call center experience preferred

Responsibilities

• Schedule and distribute workload for call center representatives to ensure high utilization and service quality
• Identify and resolve issues outside of own team
• Monitor training, development and performance; provide coaching
• Coordinate team activities for efficient execution
• Conduct new hire training on WFM guidelines and procedures
• Review staffing models based on forecasted volumes and manage intraday schedule changes
• Develop policies, procedures and training to meet department needs
• Handle complex or urgent escalations as needed
• Collaborate with senior management on WFM strategy and planning

Skills

Analytical skills

Leadership

Communication skills

Call center metrics knowledge

Problem solving

Education

Bachelor's degree (Four year college)

Tools

Blue Pumpkin

IEX

Aspect

Job description

IBEX is seeking a RTA Supervisor to oversee a team of analysts handling workforce planning and intraday management. The role focuses on scheduling, staffing, and contingency planning to ensure optimal coverage across call queues.

The candidate will work with site and department leaders to maintain staffing levels, monitor performance, and implement WFM policies. Strong analytical and leadership skills are essential, with experience in large-scale call centers preferred.