Workforce - Planning Supervisor

IntouchCX; Manila; On-site; PHP 400,000 - 650,000; Full time

Job summary

IntouchCX is seeking a Planning Supervisor in Manila to lead a team of Workforce Analysts and Specialists, driving staffing efficiency and operational excellence. You will forecast needs, manage schedules, and communicate workload changes to support client goals.

The role requires a business-focused background, strong Excel skills, and the ability to work cross-functionally in a fast-paced environment. Candidate should adapt to evolving priorities.

Qualifications

• A post-secondary degree or certificate with a focus in Business Administration.
• Experience with Workforce Management systems is an asset.
• Knowledge of contact center operations and business processes.

Responsibilities

• Direct, manage and supervise a team of Workforce Analysts and Specialists.
• Identify trends to ensure resources are utilized and staffing meets service levels.
• Update scheduling parameters in the WFM system for efficiency and productivity.
• Provide clear communication of forecasted workload, assumptions and inputs.
• Coordinate with operations and other departments for smooth production.
• Participate in daily and weekly workforce meetings and initiatives.
• Review trackers related to headcount and absenteeism and keep them updated.
• Escalate data discrepancies with recommendations for action.
• Adapt plans promptly to maintain proper staffing levels.

Skills

Advanced Microsoft Excel

Analytical thinking

Problem-solving

Attention to detail

Interpersonal skills

Communication skills

Organizational skills

Teamwork

Independent work

Adaptability

Education

Post-secondary degree or certificate in Business Administration

Tools

Workforce Management systems

Job description

About the Job

We are looking for a Planning Supervisor who will direct, manage and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team's performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.

As Planning Supervisor, You Will

• Identify customer contact trends to ensure appropriate resources are utilized
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Ensure employee information is accurately entered and maintained on an ongoing basis
• Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals
• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
• Provide clear communication of the forecasted workload, changes, assumptions and inputs
• Escalate discrepancies in data to management with recommendations for action
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
• Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly
• Participate in daily and weekly meetings that require workforce involvement
• Perform other duties as assigned

As Planning Supervisor, You Have

• A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)
• Experience with Workforce Management systems is an asset
• Knowledge of contact center operations, functions and business processes
• Advanced knowledge of Microsoft Excel
• Strong technical, analytical and problem-solving skills
• Superior attention to detail with an eye for accuracy
• Effectively interact with employees at all levels and people from diverse backgrounds
• The ability to adapt to change in an innovative and fast-paced environment
• Strong organizational skills and the ability to follow through on projects
• Demonstrated interpersonal and communication skills
• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to plan and monitor for results