Workforce Supervisor

IntouchCX; Metro Manila; On-site; PHP 500,000 - 700,000; Full time

Job summary

IntouchCX in Manila is seeking a Workforce Supervisor to lead a team of Workforce Analysts and Specialists, directing performance and development to meet client operational expectations. You will forecast staffing needs, communicate workload assumptions, and coordinate with operations to ensure a smooth production environment.

The role requires a post-secondary degree and at least 2 years of Workforce Team Lead experience in Real Time and Planning, plus strong analytics and communication skills.

Qualifications

• Post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business).
• At least 2 years of Workforce Team Lead experience in Real Time and Planning.
• At least 2 years of Workforce Planning experience.
• Experience with Aspect and Verint software is a plus.
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Demonstrated strong interpersonal and communication skills.
• Superior organizational skills and ability to follow through.
• Ability to work in a fast-paced environment with changing priorities.
• Ability to interact with employees at all levels and diverse backgrounds.
• Ability to think strategically and plan for results.

Responsibilities

• Evaluate forecasting and capacity models to advise long-term staffing needs.
• Communicate forecasted workload, changes, assumptions and inputs clearly.
• Escalate data discrepancies with actionable recommendations.
• Coordinate processes with business leadership to meet operational needs.
• Advise on opportunities or hazards affecting strategic goals.
• Analyze staffing proposals from WFM analysts.
• Respond promptly to changes to maintain proper staffing levels.
• Act as initial contact for all scheduling projects.
• Collaborate with operations and other departments to ensure smooth production.
• Exercise sound judgment while ensuring policy compliance.
• Recommend procedural changes to improve communications and efficiency.
• Directly respond to client escalations/queries on Workforce Management.
• Participate in daily and weekly workforce-involved meetings.
• Perform other duties as assigned.

Skills

Forecasting

Data analysis

Communication

Leadership

Analytical thinking

Interpersonal skills

Organizational skills

Adaptability

Strategic thinking

Planning and monitoring

Education

Post-secondary degree in related discipline

Tools

Aspect

Verint

Job description

About the Job

We’re seeking a Workforce Supervisor to 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 the delivery of company goals and client operational expectations.

As Workforce Supervisor, You Will…

• 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


• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business


• Advise on potential opportunities or hazards that affect the ability to meet strategic goals


• Analyze proposals from WFM analysts’ related to staffing needs


• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained


• Act as initial point of contact for all assigned projects on all scheduling concerns


• Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly


• Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures


• Recommend procedural and operational guideline changes to improve communications and operational efficiency


• Directly respond to client escalations/queries with regards to Workforce Management


• Participate in daily and weekly meetings that requires workforce involvement


• Perform other duties as assigned

As Workforce Supervisor, You Have…

• A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)


• Have at least 2 year of Workforce Team Lead experience in both Real Time and Planning


• Have at least 2 years of Workforce Planning experience


• Experience working with Aspect and Verint software (considered an asset)


• Strong analytical, problem-solving, technical, information-management and decision-making skills


• Demonstrated strong interpersonal and communication skills


• Superior organizational skills and the ability to follow through


• Ability to work in a fast-paced, hectic & changing environment


• Ability to effectively interact with employees at all levels and people from diverse backgrounds


• Ability to think strategically


• Ability to plan and monitor for results