Workforce Supervisor

Intelogix; Pasig; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

InteLogix in Pasig, Metro Manila, is seeking a Workforce Supervisor to lead a team of schedulers, planners and analysts. You will oversee daily workloads, ensure intraday actions and reports are delivered on time, and maintain service levels.

The role requires 3+ years in WFM with at least 1 year in a supervisory capacity within a contact center or BPO. You will coach staff, support hiring and onboarding, and coordinate with Operations to optimize performance.

Qualifications

• 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.

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.

Skills

Team supervision

Prioritization

Attention to detail

Decision making

Communication

Tools

NICE IEX

Verint

Genesys

Aspect

Calabrio

Job description

## Workforce SupervisorApply: PHL\\_REMOTE\\_Pasig: Full time: Posted Today: JR101777**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.