WFM Team Lead: Real-Time Scheduling & Insights

InteLogix; Pasig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

InteLogix is seeking an experienced Workforce Management (WFM) supervisor to lead schedulers and analysts in a fast-paced contact center environment. You will oversee daily workloads, ensure timely delivery of schedules and intraday actions, and monitor service levels with real-time adjustments.

Must have 3+ years in WFM with at least 1 year in a lead or supervisory role, plus solid scheduling and reporting skills within a BPO setting. Proficiency with WFM tools and telephony systems is required.

Qualifications

• 3+ years of WFM experience with 1+ year in a lead, senior analyst or supervisory role.
• Solid working knowledge of scheduling, intraday and reporting.
• Experience in a contact centre or BPO environment.

Responsibilities

• Supervise schedulers, planners and analysts; manage daily workload, priorities and quality.
• Ensure schedules, reports and intraday actions are delivered accurately and on time.
• Monitor daily service level and staffing; direct real-time adjustments and escalations.
• Approve intraday exceptions and time-off within agreed guidelines.
• Coach analysts, run performance reviews and support hiring and onboarding.
• Act as escalation point for the WFM team and liaise with Operations team leaders.

Job description

InteLogix is seeking an experienced Workforce Management (WFM) supervisor to lead schedulers and analysts in a fast-paced contact center environment. You will oversee daily workloads, ensure timely delivery of schedules and intraday actions, and monitor service levels with real-time adjustments.

Must have 3+ years in WFM with at least 1 year in a lead or supervisory role, plus solid scheduling and reporting skills within a BPO setting. Proficiency with WFM tools and telephony systems is required.