WFM RTA Supervisor - Intraday & Forecasting Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX is seeking a supervisor to oversee a team of analysts responsible for workforce planning and intraday management. You will determine work schedules and resources across call queues, collaborating with site and department leaders to ensure staffing and coverage while developing contingency plans during peak demand periods.

Responsibilities include scheduling, coaching, staffing model reviews, intraday schedule management, and contributing to WFM strategy.

Qualifications

• Must possess very strong analytical skills.
• Advanced Excel knowledge is required.
• Ability to manage a team of 10+ people and lead through influence.

Responsibilities

• Schedule and workload distribution for call center representatives to ensure high utilization and quality service.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.

Skills

Analytical skills

Leadership

Excel

Education

Bachelor's degree

Tools

Blue Pumpkin

IEX

Aspect

Job description

IBEX is seeking a supervisor to oversee a team of analysts responsible for workforce planning and intraday management. You will determine work schedules and resources across call queues, collaborating with site and department leaders to ensure staffing and coverage while developing contingency plans during peak demand periods.

Responsibilities include scheduling, coaching, staffing model reviews, intraday schedule management, and contributing to WFM strategy.