Workforce Supervisor

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 500,000 - 800,000; Full time

Job summary

InteLogix in the Philippines is seeking a WFM Supervisor to lead schedulers, planners and analysts. You will manage daily workload, ensure accurate schedules, reports and intraday actions, and escalate as needed to maintain service levels.

The role requires 3+ years in WFM with at least 1 year in a lead or supervisory capacity, preferably in a contact center or BPO environment, with strong Excel and BI tooling experience.

Qualifications

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

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 guidelines.
• Coach analysts, run performance reviews and support hiring/onboarding.
• Escalation point for the WFM team and liaise with Operations team leaders.

Skills

Team supervision

Prioritization

Attention to detail

Decision making

Communication

Tools

NICE IEX

Verint

Genesys

Aspect

Calabrio

ACD/telephony

Excel

BI tools

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

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.