WFM - Supervisor

iQor; Quezon City; On-site; PHP 350,000 - 550,000; Full time

Job summary

iQor Philippines is seeking a Workforce Management Supervisor to ensure staffing resources align with forecasted call volumes and KPI targets. The role emphasizes supervising training plans and monitoring performance within a fast-paced call center environment.

The position requires strong Excel skills, leadership and coaching abilities, and expertise in reporting tools. Flexibility to work various shifts and maintain data integrity is essential.

Qualifications

• 2-3 years of work-related experience; supervisory experience required (WFM setting).
• Strong Interpersonal skills.
• Strong Leadership and Development skills to manage a complex role.
• Flexible to work on any shift schedule and demands of the business.
• Advanced skills in Excel.
• Knowledge of software programming is an advantage.
• Expertise and knowledge in all Reporting tools and their usage.
• Ability to read and interpret complex data.

Responsibilities

• Supervises and maintains training plans to ensure staffing resources are planned to handle forecasted call volume.
• Ensuring analysts understand and comply with call center objectives, standards, and policies.
• Monitoring and evaluating analyst performance with coaching opportunities and corrective actions.
• Provides intraday staffing reports comparing schedules to forecasted needs to meet KPIs.
• Suggests and implements staffing and scheduling modifications for intraday, daily, weekly, and monthly cycles.
• Ensures 100% adherence to company policies (Security, Health, Safety and Quality).
• Maintains discretion and confidentiality of systems and data.
• Interprets instructions furnished in written, oral, diagram, or schedule form.
• Understands and aligns with the call center operations strategic direction.
• Performs other duties as assigned.

Skills

Workforce Management

Leadership

Coaching & Development

Shift Scheduling

Excel Proficiency

Interpersonal Skills

Data Analysis

Reading & Interpreting Data

Adaptability

Tools

Reporting tools

Excel

Job description

Ensures that resources are in place to handle client-forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for supervising various administrative duties to ensure accurate reporting, reporting structures, and system access.

Responsibilities:

• Supervises and maintains training plans to ensure that adequate staffing resources are planned to handle the forecasted call volume.
• Ensuring analysts understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating analyst performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing on a forecast and monthly basis to ensure KPIs are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on an intraday, daily, weekly, and monthly basis to ensure KPIs are met.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data, and proprietary information, whether internal to iQor or customer-specific.
• Interprets a variety of instructions furnished in written, oral, diagram, or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 2-3 years of work-related experience; supervisory experience required (WFM setting).
• Strong Interpersonal skills.
• Strong Leadership and Development skills to manage a complex role.
• Flexible to work on any shift schedule and demands of the business.
• Advanced skills in Excel.
• Knowledge of software programming is an advantage.
• Expertise and knowledge in all Reporting tools and their usage.
• Ability to read and interpret complex data.