WFM Supervisor: Real-Time Planning & Scheduling Leader

Concentrix Philippines; Davao City; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Concentrix Philippines in Davao City seeks a Supervisor, WFM to lead real time associates in the Command Center. This role drives cost control, labor utilization, and service levels across multiple sites, with focus on intraday processes and program performance.

The ideal candidate has a related Bachelor's degree with 2–4 years of experience, strong communication, and hands-on experience with WFM tools such as IEX, eWFM, Avaya, or Genesys. A dynamic, 24x7 environment awaits.

Qualifications

• Bachelor's degree in a related field with two to four years of experience preferred.
• Understanding of the financial impact of decisions in WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills.
• Highly proficient in Microsoft Office tools.
• Willingness to work in a dynamic 24x7 environment with international programs/clients.
• Ability to multi-task, prioritize and meet timelines.
• Self-starter with urgency and composure under pressure.
• Strong attention to detail and business partnership skills.
• Hands-on experience with WFM tools like IEX/eWFM/Avaya/Genesys.

Responsibilities

• Support, coach, develop, and supervise a team of Real Time associates and/or ICs in the Command Center.
• Ensure cost control, labor utilization, and service level targets are met.
• Monitor sites across platforms, analyze call volumes and trends, implement strategies.
• Manage labor utilization during low volumes to maximize revenue.
• Participate in business continuity and disaster recovery meetings.
• Develop SLAs with stakeholders for Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decisions.
• Establish and maintain intraday WFM processes for assigned programs/clients.
• Apply consistent Command Center activities across a multi-center environment.
• Measure program performance and drive improvement plans.
• Prepare dashboards and conduct reviews with business stakeholders.

Skills

Communication skills

Multitasking

Leadership

Problem solving

Detail oriented

Business acumen

Mentoring

Time management

Pressure tolerance

Education

Bachelor's degree in related field

Tools

IEX

eWFM

Avaya

Genesys

Job description

Concentrix Philippines in Davao City seeks a Supervisor, WFM to lead real time associates in the Command Center. This role drives cost control, labor utilization, and service levels across multiple sites, with focus on intraday processes and program performance.

The ideal candidate has a related Bachelor's degree with 2–4 years of experience, strong communication, and hands-on experience with WFM tools such as IEX, eWFM, Avaya, or Genesys. A dynamic, 24x7 environment awaits.