WFM Supervisor: Forecasting, Scheduling & Real-Time Ops

WNS Global Services, Inc.; Muntinlupa; On-site; PHP 450,000 - 650,000; Full time

Job summary

WNS Global Services, Inc. in Metro Manila is seeking a WFM Supervisor/Team Lead to help manage staffing and operational efficiency in a dynamic BPO environment. You will contribute to forecasting, scheduling, and performance tracking across shifts.

The ideal candidate has at least 3 years of WFM experience in a BPO setting, is comfortable with shifting schedules, and can coordinate with cross-functional teams in Alabang or Quezon City.

Qualifications

• At least college level.
• 3 years of related work experience in WFM functioning as Supervisor/Team Lead in a BPO setting.
• Experience in forecasting, scheduling, and WFM analytics.

Responsibilities

• Assist the WFM Manager in developing and implementing workforce planning strategies to align staffing levels with business needs and operational goals.
• Support the forecasting process by analyzing historical data, call volume trends, and other relevant metrics to accurately predict future workload demands.
• Collaborate with WFM analysts and operations leaders to develop optimized schedules that balance employee preferences, operational requirements, and service level targets.
• Coordinate scheduling activities, including shift bidding, time-off requests, and schedule adjustments, to ensure adequate coverage and minimize disruptions.
• Monitor real-time performance metrics and assist in making adjustments to schedules and staffing levels to address fluctuations in call volume and service level adherence.
• Assist in the development and maintenance of reporting dashboards, KPIs, and performance metrics to track workforce productivity, efficiency, and service quality.
• Provide guidance and support to WFM team members, including analysts, schedulers, and real-time monitors, to ensure adherence to best practices and operational standards.
• Conduct regular reviews and audits of scheduling processes, data accuracy, and compliance with company policies and regulatory requirements.
• Serve as a liaison between the WFM team and other departments, providing updates, sharing insights, and addressing operational concerns as needed.
• Amenable to work in a shifting schedule.
• Amenable to work in Alabang or Quezon City.

Skills

WFM supervision

Call center scheduling

Forecasting

Performance metrics

Education

College level

Tools

Workforce management software

Job description

WNS Global Services, Inc. in Metro Manila is seeking a WFM Supervisor/Team Lead to help manage staffing and operational efficiency in a dynamic BPO environment. You will contribute to forecasting, scheduling, and performance tracking across shifts.

The ideal candidate has at least 3 years of WFM experience in a BPO setting, is comfortable with shifting schedules, and can coordinate with cross-functional teams in Alabang or Quezon City.