Workforce Supervisor

WNS Global Services, Inc.; Muntinlupa; On-site; PHP 446,000 - 725,000; Full time

Job summary

WNS Global Services, Inc. in Alabang seeks a Workforce Management Supervisor to help develop staffing plans and drive forecasting accuracy. You will coordinate schedules, monitor performance, and guide the WFM team to meet service levels.

The role requires 3 years in WFM within a BPO and assumes shifting schedules. Alabang-based position with onsite work expectations.

Qualifications

• 3 years of WFM experience as Supervisor/Team Lead in a BPO.
• Preference for college-level education.

Responsibilities

• Assist the WFM Manager in workforce planning and staffing strategies.
• Support forecasting by analyzing historical data and call volume trends.
• Collaborate with WFM analysts and operations leaders to develop optimized schedules.
• Coordinate scheduling activities including shift bidding and time-off requests.
• Monitor real-time performance metrics and adjust staffing as needed.
• Develop dashboards, KPIs, and reporting metrics for productivity and service quality.
• Provide guidance to WFM team members and ensure adherence to standards.
• Conduct reviews and audits of scheduling data and compliance with policies.
• Serve as liaison between the WFM team and other departments.
• Amenable to work in a shifting schedule and in Alabang.

Skills

WFM experience

Supervisor/Team Lead

Education

College level

Job description

Job Description and Qualifications:

• At least College level


• 3 years’ related work experience in WFM functioning as Supervisor/Team Lead in a BPO setting.


• Assist the WFM Manager in developing and implementing workforce planning strategies to align staffing levels with business needs and operational goals


• Support the forecasting process by analyzing historical data, call volume trends, and other relevant metrics to accurately predict future workload demands.


• Collaborate with WFM analysts and operations leaders to develop optimized schedules that balance employee preferences, operational requirements, and service level targets.


• Coordinate scheduling activities, including shift bidding, time-off requests, and schedule adjustments, to ensure adequate coverage and minimize disruptions.


• Monitor real-time performance metrics and assist in making adjustments to schedules and staffing levels to address fluctuations in call volume and service level adherence.


• Assist in the development and maintenance of reporting dashboards, KPIs, and performance metrics to track workforce productivity, efficiency, and service quality.


• Provide guidance and support to WFM team members, including analysts, schedulers, and real-time monitors, to ensure adherence to best practices and operational standards.


• Conduct regular reviews and audits of scheduling processes, data accuracy, and compliance with company policies and regulatory requirements.


• Serve as a liaison between the WFM team and other departments, providing updates, sharing insights, and addressing operational concerns as needed.


• Amenable to work in a shifting schedule


• Amenable to work in Alabang