Workforce Forecasting & Scheduling Supervisor

Probe Group; Quezon City; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Probe Group is seeking a capable WFM professional to lead forecasting and scheduling for our PH operations in Eastwood, Quezon City. You will translate forecast volumes into staffing plans, manage real-time performance, and coordinate with finance and operations to meet SL targets.

The role demands 1–2 years of supervisory experience in a call center, end-to-end workforce experience, and strong data analytics, communication, and leadership skills.

Qualifications

• 1-2 years of supervisory experience in a call-center environment.
• Must have end-to-end Workforce Management experience.
• Willing to work in Eastwood, Quezon City.

Responsibilities

• Forecasting leadership: translate monthly forecast interaction volumes into seasonal weekly distributions and intraday daily intervals.
• Capacity planning oversight: validate supply–demand balancing and staffing recommendations for PH operations.
• Scheduling management: oversee scheduling lifecycle and leave management.
• Real-Time Management (RTM) & intraday governance: lead intraday staffing moves and action triggers to maintain SLAs.
• Reporting governance: deliver daily/weekly/monthly performance reports and scorecards.
• Leadership & team development: coach and assess WFM analysts and manage improvement plans.
• Stakeholder engagement: maintain relationships with client leaders and internal teams.
• Governance cadence execution: represent WFM in daily stand-ups and capacity reviews.
• Policy, compliance & documentation: ensure adherence to data security and privacy policies.

Skills

Forecasting

Scheduling

Leadership

Data analysis

Communication

Job description

Probe Group is seeking a capable WFM professional to lead forecasting and scheduling for our PH operations in Eastwood, Quezon City. You will translate forecast volumes into staffing plans, manage real-time performance, and coordinate with finance and operations to meet SL targets.

The role demands 1–2 years of supervisory experience in a call center, end-to-end workforce experience, and strong data analytics, communication, and leadership skills.