Workforce Supervisor

InteLogix; Pasig; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

InteLogix is seeking an experienced Workforce Management (WFM) supervisor to lead schedulers and analysts in a fast-paced contact center environment. You will oversee daily workloads, ensure timely delivery of schedules and intraday actions, and monitor service levels with real-time adjustments.

Must have 3+ years in WFM with at least 1 year in a lead or supervisory role, plus solid scheduling and reporting skills within a BPO setting. Proficiency with WFM tools and telephony systems is required.

Formación

• 3+ years of WFM experience with 1+ year in a lead, senior analyst or supervisory role.
• Solid working knowledge of scheduling, intraday and reporting.
• Experience in a contact centre or BPO environment.

Responsabilidades

• Supervise schedulers, planners and analysts; manage daily workload, priorities and quality.
• Ensure schedules, reports and intraday actions are delivered accurately and on time.
• Monitor daily service level and staffing; direct real-time adjustments and escalations.
• Approve intraday exceptions and time-off within agreed guidelines.
• Coach analysts, run performance reviews and support hiring and onboarding.
• Act as escalation point for the WFM team and liaise with Operations team leaders.

Descripción del empleo

Job Description:

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities

• Supervise schedulers, planners and analysts; manage daily workload, priorities and quality.
• Ensure schedules, reports and intraday actions are delivered accurately and on time.
• Monitor daily service level and staffing; direct real-time adjustments and escalations.
• Approve intraday exceptions and time-off within agreed guidelines.
• Coach analysts, run performance reviews and support hiring and onboarding.
• Act as escalation point for the WFM team and liaise with Operations team leaders.

Required Qualifications & Experience

• 3+ years of WFM experience with 1+ year in a lead, senior analyst or supervisory role.
• Solid working knowledge of scheduling, intraday and reporting.
• Experience in a contact centre or BPO environment.

Technical Skills & Tools

• WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect, Calabrio) and ACD/telephony systems.
• Advanced Excel; BI/reporting tools a plus.

Key Competencies

• Team supervision
• Prioritization
• Attention to detail
• Decision making
• Communication

Success Metrics (KPIs)

• Deliverable accuracy & timeliness
• Intraday SL protection
• Adherence
• Team productivity & development