WFM Supervisor: Forecasting, Coaching & Reporting Lead

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

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.