Workforce Lead — Real-Time & Capacity Planning

Enshored Inc. (External); Cebu City; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Enshored Inc. in Cebu City, Philippines, is seeking a Real-Time Analyst Supervisor to monitor performance and ensure prompt execution of core tasks within a fast-paced contact center environment.

You will mentor direct reports, enforce Workforce Management policies, and escalate issues to senior leadership for timely resolution. Strong analytical, Excel/Sheets skills, and English communication are essential.

Qualifications

• Bachelor's degree required.
• At least 1-year experience as a Real-time Analyst, Scheduling and Capacity Planning.
• 1+ years of supervisory experience in a call center environment.
• Experience in analytic and reporting functions is preferred.

Responsibilities

• Monitor Real-Time Analysts and Workforce Specialists to ensure timely task delivery.
• Mentor direct reports and escalate issues to the executive team for resolution.

Skills

Real-time Analyst

Scheduling

Capacity Planning

Supervisory experience

Call center operations

Excel

Google Sheets

Word

English communication

Leadership potential

Education

Bachelor's degree (no specification)

Tools

Lucent CMS reporting

Lucent ACD system

Call master

Automatic call recording and monitoring system

Workforce Management software

Job description

Enshored Inc. in Cebu City, Philippines, is seeking a Real-Time Analyst Supervisor to monitor performance and ensure prompt execution of core tasks within a fast-paced contact center environment.

You will mentor direct reports, enforce Workforce Management policies, and escalate issues to senior leadership for timely resolution. Strong analytical, Excel/Sheets skills, and English communication are essential.