WFM Lead: Forecasting, Capacity & Real-Time Ops

Probe CX; Philippines; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

Probe CX in the Philippines is seeking a Workforce Management Supervisor to lead forecasting, capacity planning, scheduling, RTM, and reporting with high accuracy and consistency. You will drive execution aligned with client demand drivers, governance cadence, and service expectations.

You will coach WFM analysts, ensure adherence to data-driven decision making, and collaborate with client leaders and internal teams to optimize performance and maintain data protection standards.

Qualifikationen

• Minimum 5 years of WFM experience.
• At least 2 years supervisory experience in a BPO.

Aufgaben

• Lead the WFM team with forecasting, capacity planning, scheduling, real-time management and reporting.
• Oversee unified volume forecasting across client demand drivers and ensure accuracy.
• Handle intraday staffing moves and action triggers to optimize performance.
• Provide coaching and performance development for WFM analysts.

Kenntnisse

WFM experience

Supervisory experience

Client-facing

Jobbeschreibung

Probe CX in the Philippines is seeking a Workforce Management Supervisor to lead forecasting, capacity planning, scheduling, RTM, and reporting with high accuracy and consistency. You will drive execution aligned with client demand drivers, governance cadence, and service expectations.

You will coach WFM analysts, ensure adherence to data-driven decision making, and collaborate with client leaders and internal teams to optimize performance and maintain data protection standards.