Workforce Management Supervisor (Ortigas | Onsite)

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 420,000 - 720,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Workforce Management Supervisor to oversee day-to-day operations, lead a team of schedulers and real-time analysts, and ensure accurate forecasting and schedule adherence.

The role requires coordinating with Operations and driving intraday performance improvements. The candidate will maintain WFM tools and dashboards, generate key metric reports, and act as SME for technical issues across Verint, NICE IEX, and Genesys.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 3–5 years of Workforce Management experience, preferably in BPO or contact center.
• 1–2 years of supervisory or team lead experience in WFM or related operations.
• Proficient in WFM systems such as NICE, Verint, or Genesys; strong real-time monitoring and forecasting skills.
• MS Excel proficiency; Power BI familiarity is a plus.

Responsibilities

• Supervise and coach a team of WFM staff including real-time analysts and schedulers.
• Monitor intraday performance, agent availability, and schedule adherence; adjust plans to meet SL goals.
• Develop short-term forecasts from historical data and current inputs from clients/ops.
• Oversee shift bidding, schedule generation, and optimization for staffing efficiency.
• Maintain and update workforce tools, reports, and dashboards for real-time visibility.
• Coordinate with Operations to provide WFM insights and resolve staffing issues.
• Generate reports on occupancy, shrinkage, absenteeism, and schedule adherence.
• Ensure data accuracy across Verint, NICE IEX, Genesys; serve as SME for technical issues.
• Support WFM leadership in planning campaigns, ramps, and expansions.
• Identify process improvement opportunities and automation within WFM functions.
• Assist in audit preparation and respond to WFM inquiries.

Skills

WFM systems experience

Excel proficiency

Power BI familiarity

Analytical skills

Communication skills

Multitasking

Education

Bachelor’s degree in Business Administration, Operations, Statistics, or related field

Tools

NICE

Verint

Genesys

Job description

Job Description:

As a Workforce Management Supervisor, you will be responsible for overseeing the day-to-day workforce operations, ensuring that staffing levels align with business needs and service level targets. You will lead a team of schedulers and real-time analysts, ensuring accurate forecasting, schedule adherence, and intraday performance management. This role requires strong coordination, analytical thinking, and a hands-on approach to support operational efficiency.

Key Responsibilities:

• Supervise and coach a team of Workforce Management staff including real-time analysts and schedulers.
• Monitor intraday performance, agent availability, and schedule adherence; initiate adjustments as needed to meet service level goals.
• Assist in developing short-term forecasts based on historical data, trends, and current inputs from clients and operations.
• Oversee shift bidding, schedule generation, and optimization to ensure staffing efficiency while considering employee preferences.
• Maintain and update workforce tools, reports, and dashboards to ensure accurate real-time visibility and reporting.
• Coordinate closely with Operations teams to provide WFM insights, highlight risks, and support resolution of staffing issues.
• Generate and deliver reports on key WFM metrics such as occupancy, shrinkage, absenteeism, and schedule adherence.
• Ensure data accuracy across workforce systems (e.g., Verint, NICE IEX, Genesys) and act as first-level SME for technical issues.
• Support WFM leadership in planning for new campaigns, seasonal ramps, and account expansions.
• Contribute to continuous improvement by identifying opportunities for process efficiency and automation within WFM functions.
• Assist in audit preparation and respond to internal or client WFM inquiries as needed.

Qualifications:

• Bachelor’s degree in Business Administration, Operations, Statistics, or related field (or equivalent experience).
• Minimum of 3–5 years of experience in Workforce Management, preferably in a BPO or contact center environment.
• At least 1–2 years of supervisory or team lead experience within WFM or related operations.
• Proficient in WFM systems such as NICE, Verint, Genesys, or similar tools.
• Strong knowledge of real-time monitoring, scheduling, and short-term forecasting.
• Proficient in MS Excel; familiarity with Power BI or similar reporting tools is a plus.
• Strong analytical, organizational, and communication skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Preferred Qualifications:

• Experience in a multi-channel environment (voice, chat, email)
• Exposure to BPO, shared services, or global operations
• Familiarity with Six Sigma or Lean methodologies
• Experience supporting client-facing or high-growth accounts