WFM Team Lead: Scheduling & Performance

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 500,000 - 800,000; Full time

Job summary

InteLogix in the Philippines is seeking a WFM Supervisor to lead schedulers, planners and analysts. You will manage daily workload, ensure accurate schedules, reports and intraday actions, and escalate as needed to maintain service levels.

The role requires 3+ years in WFM with at least 1 year in a lead or supervisory capacity, preferably in a contact center or BPO environment, with strong Excel and BI tooling experience.

Qualifications

• 3+ years WFM experience with 1+ year in a lead or supervisory role.
• Strong 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 guidelines.
• Coach analysts, run performance reviews and support hiring/onboarding.
• Escalation point for the WFM team and liaise with Operations team leaders.

Skills

Team supervision

Prioritization

Attention to detail

Decision making

Communication

Tools

NICE IEX

Verint

Genesys

Aspect

Calabrio

ACD/telephony

Excel

BI tools

Job description

InteLogix in the Philippines is seeking a WFM Supervisor to lead schedulers, planners and analysts. You will manage daily workload, ensure accurate schedules, reports and intraday actions, and escalate as needed to maintain service levels.

The role requires 3+ years in WFM with at least 1 year in a lead or supervisory capacity, preferably in a contact center or BPO environment, with strong Excel and BI tooling experience.