WFM & Real-Time Ops Supervisor — Cebu or Davao

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

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