Workforce Management Supervisor | WFM | BPO

Accenture; Taguig; On-site; PHP 700,000 - 900,000; Full time

Job summary

Accenture PLC in the Philippines is seeking a Workforce Management Supervisor to lead end-to-end WFM operations, driving service levels, resource efficiency and business performance.

You will guide Intraday/Real-Time Management, manage RTA, scheduling and forecasting, and oversee capacity planning while balancing customer experience and profitability.

Position is onsite at BGC, Taguig with night shifts and weekends off for candidate ready to work evenings.

Qualifications

• 5+ years of relevant Workforce Management experience.
• At least 3 years of supervisory or team leadership experience.
• End-to-end WFM responsibilities include RTA, scheduling, forecasting, and capacity planning.
• Bachelor’s degree in any field.
• Strong understanding of resource planning, staffing, schedule adherence and service levels.
• Willingness to work onsite in BGC, Taguig.
• Night shift availability.

Responsibilities

• Lead and guide Intraday / Real-Time Management teams.
• Manage RTA, schedule adherence and schedule compliance.
• Oversee day-to-day staffing and schedule adjustments.
• Support forecasting, scheduling and capacity planning.
• Monitor service levels and recommend real-time staffing solutions.
• Optimize workforce utilization and identify opportunities for cost reduction and improved profitability.
• Partner with Operations and other teams on resource planning.
• Provide workforce reports, insights and recommendations to stakeholders.
• Support internal and external audits by ensuring effective WFM processes and controls.
• Coach and develop team members within your span of responsibility.

Skills

WFM experience

Team leadership

Scheduling

Forecasting

RTA

Capacity planning

Resource planning

Staffing

Service levels

Night shift

Education

Bachelor’s degree

Job description

Ready to take the lead in Workforce Management?

We’re looking for an experienced WFM professional who can lead end-to-end workforce operations and help drive service levels, resource efficiency, and business performance.

Are you the right fit?

We’d love to hear from you if you have:

• 5+ years of relevant Workforce Management experience

• At least 3 years of supervisory or team leadership experience

• Strong end-to-end WFM experience, covering:

  • Real-Time Adherence (RTA)

  • Scheduling

  • Forecasting

  • Capacity Planning

• A completed Bachelor’s degree in any field

• Strong understanding of resource planning, staffing, schedule adherence and service levels

• Willingness to work onsite in BGC, Taguig

• Flexibility to work the night shift

What you’ll do

As a Workforce Management Supervisor, you’ll help ensure that the right resources are in the right place at the right time while balancing customer experience, employee utilization and business profitability.

You will:

• Lead and guide Intraday / Real-Time Management teams

• Manage RTA, schedule adherence and schedule compliance

• Oversee day-to-day staffing and schedule adjustments

• Support forecasting, scheduling and capacity planning

• Monitor service levels and recommend real-time staffing solutions

• Optimize workforce utilization and identify opportunities for cost reduction and improved profitability

• Partner with Operations and other teams on resource planning

• Provide workforce reports, insights and recommendations to stakeholders

• Support internal and external audits by ensuring effective WFM processes and controls

• Coach and develop team members within your span of responsibility

Work Details

Location: Uptown Bonifacio Tower 3, BGC, Taguig
Work Setup: Return to Office / Onsite
Shift: Night Shift
Rest Days: Weekends Off

Only applicants who already have the legal right to live and work in the Philippines are eligible to apply.