Workforce - Planning Supervisor

IntouchCX; Pampanga; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX in Clark Freeport, Pampanga, is seeking a Planning Supervisor to lead a team of Workforce Analysts and Specialists, drive performance, and align staffing with client goals and operational excellence.

You will forecast demand, schedule resources, monitor headcount and absenteeism, collaborate with operations, and communicate plans clearly. Requires post-secondary degree, Excel expertise, and knowledge of contact center operations.

Qualifications

• Post-secondary degree or certificate with focus in Business Administration.
• 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.
• Ability to interact with employees at all levels and diverse backgrounds.

Responsibilities

• Identify staffing trends to allocate resources effectively.
• Recommend process changes to improve efficiency.
• Maintain accurate employee information.
• Update WFM system parameters for scheduling.
• Evaluate forecasting and capacity models for long-term staffing.
• Communicate workload forecasts and inputs clearly.
• Escalate data discrepancies with actionable recommendations.
• Advise on opportunities or risks affecting goals.
• Monitor headcount and absenteeism trackers.
• Respond to plan changes to maintain staffing levels.
• Coordinate with operations to ensure smooth production.
• Participate in daily/weekly workforce meetings.
• Perform other duties as assigned.

Skills

Analytical skills

Problem solving

Communication

Teamwork

Organizational skills

Adaptability

Education

Business Administration degree

Tools

Microsoft Excel

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

Workforce - Planning SupervisorReq #4064Clark Freeport, Pampanga, PhilippinesApplyShareJob DescriptionPosted Wednesday, August 12, 2026 at 6:00 p.m.About IntouchCXIntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.About the JobWe 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 utilizedRecommend procedural and operational guideline changes to improve communications and operational efficiencyEnsure employee information is accurately entered and maintained on an ongoing basisUpdate parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goalsEvaluate forecasting and capacity models to give recommendations for long term staffing needsProvide clear communication of the forecasted workload, changes, assumptions and inputsEscalate discrepancies in data to management with recommendations for actionAdvise on potential opportunities or hazards that affect the ability to meet strategic goalsEnsure trackers related to headcount, absenteeism, etc are constantly reviewed and updatedRespond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintainedCoordinate and collaborate with operations and other departments to ensure production environment is running smoothlyParticipate in daily and weekly meetings that require workforce involvementPerform other duties as assignedAs 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 assetKnowledge of contact center operations, functions and business processesAdvanced knowledge of Microsoft ExcelStrong technical, analytical and problem-solving skillsSuperior attention to detail with an eye for accuracyEffectively interact with employees at all levels and people from diverse backgroundsThe ability to adapt to change in an innovative and fast-paced environmentStrong organizational skills and the ability to follow through on projectsDemonstrated interpersonal and communication skillsThe ability to work both independently and in a team setting within a fast-paced, entrepreneurial environmentThe ability to plan and monitor for resultsJob DetailsPay TypeSalaryEducation LevelCertification