Workforce Supervisor

Concentrix Philippines; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a Workforce Management Manager to lead a Real-time operations team within our Command Center. The role focuses on maintaining optimal labor utilization, cost control, and service levels across multiple sites, with a strong emphasis on data-driven decision making.

You will monitor call volumes and trends, coordinate with planning and scheduling, implement intraday processes, and drive continuous improvement.

Qualifications

• Bachelor's degree in related field; 2–4 years of relevant experience preferred.
• Understanding of the financial impact of decisions within WFM.
• Solution driven and results oriented mindset.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office tools.
• Ready to work in a dynamic 24x7 environment with international programs.

Responsibilities

• Oversee a Real-time team within the Command Center.
• Ensure cost control, labor utilization and service level targets are met.
• Monitor multiple sites, analyze call volumes and trends, adjust strategies.
• Manage labor utilization during low volume periods to maximize revenue.
• Lead business continuity and disaster recovery meetings.
• Develop SLAs with stakeholders for Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive execution.
• Establish intraday WFM processes supporting the program/client.
• Ensure consistent application of activities across centers.
• Measure program performance and drive improvement plans.
• Prepare dashboards and conduct review meetings with stakeholders.

Skills

WFM tools

IEX

eWFM

Avaya

Genesys

MS Office

Team leadership

Communication skills

Education

Bachelor's degree in related field

Tools

IEX

eWFM

Avaya

Genesys

Job description

Essential Functions/Core Responsibilities

• Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
• Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
• Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
• Manage labor utilization during low volume periods while maximizing revenue.
• Responsible for implementing BCP solutions and participating in business continuity and disaster recovery meetings.
• Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.
• Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
• Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.
• Measure and trend individual program performance and leads the development of improvement plans as related to the program.
• Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Candidate Profile

• Bachelor's degree in related field from a college or university with two to four years of relevant experience preferred.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Strong communication skills, both written and verbal.
• Highly Proficient in Microsoft Office tools.
• Ready to work in dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Strong attention to details needed.
• Highly professional and able to develop strong business partnerships.
• Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is a must.
• Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Ability to mentor, coach and provide direction to a team of employees.
• Ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret.

Career Framework Role

Manages professional employees and/or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures, and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies, and employees.

Disclaimer

The above statements are to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel