WFM & RTA Supervisor: Forecasting, Intraday Leadership

ibex; Davao City; On-site; PHP 446,000 - 725,000; Full time

Job summary

IBEX in the Philippines seeks an RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management, determining schedules and resources for call queues while applying extensive experience to achieve optimal coverage.

This role partners with site and department leaders to ensure staffing by interval and contingency plans during peak demand, owning end-to-end processes with creativity and latitude.

Qualifications

• Strong analytical abilities and deep knowledge of call center metrics.
• Experience managing a team in a supervisory role.
• Proficient in Excel and data analysis.
• Familiarity with WFM tools is required.

Responsibilities

• Schedule and workload distribution to ensure high utilization and service quality.
• Identify and resolve issues outside own team.
• Monitor training and performance; provide coaching.
• Coordinate team activities for efficient execution.
• Conduct new hire training on WFM guidelines.
• Develop staffing models based on forecasted call volumes.
• Manage intraday schedule changes including time-off adjustments.
• Contribute to WFM strategy and long-term planning.
• Collaborate with senior management on policies and training.
• Handle complex or urgent issues when needed.

Skills

Analytical skills

Call center metrics knowledge

Communication skills

Leadership

Advanced Excel

People management

Education

Four year college degree

Tools

Blue Pumpkin

IEX

Aspect

Job description

IBEX in the Philippines seeks an RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management, determining schedules and resources for call queues while applying extensive experience to achieve optimal coverage.

This role partners with site and department leaders to ensure staffing by interval and contingency plans during peak demand, owning end-to-end processes with creativity and latitude.