Workforce Supervisor- Davao

Concentrix; Davao City; On-site; PHP 781,000 - 1,228,000; Full time

Job summary

Concentrix is seeking a seasoned WFM Manager to lead a real-time team within the Command Center. You will coach, supervise, and develop staff while ensuring cost control, labor utilization, and service level targets across international programs.

You will monitor multiple sites, analyze call volumes and trends, implement intraday strategies, and collaborate with planning to drive performance. Strong communication and leadership are essential, as is hands-on experience with WFM tools such as IEX,

Qualifications

• Bachelor's degree in related field and 2–4 years' relevant experience.
• Understanding of the financial impact of WFM decisions.
• Solution-driven and results-oriented mindset.
• Strong oral and written communication skills.
• Proficiency with Microsoft Office and WFM tools.
• Willingness to work in a dynamic 24/7 environment for international programs.
• Ability to multi-task, prioritize, and meet deadlines.
• Ability to mentor and coach team members.
• Professional demeanor and strong business partnerships.

Responsibilities

• Support, coach, develop and supervise a team within Command Center.
• Ensure cost control, labor utilization, and service level targets.
• Monitor sites, analyze call volumes and trends, and implement strategies.
• Manage labor during low volume periods to maximize revenue.
• Implement BCP and participate in DR meetings.
• Develop SLAs with stakeholders for Command Center tasks.
• Collaborate with planning for proactive decision making.
• Establish intraday WFM processes.
• Ensure consistent application across multi-center shared labor.
• Measure program performance and lead improvement plans.
• Prepare dashboards and conduct reviews with stakeholders.

Skills

Leadership

Communication

Multitasking

Detail-oriented

Problem-solving

Education

Bachelor's degree in related field

Tools

IEX/eWFM/Avaya/Genesys

Job description

• 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 participate 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.

Desired Skills:

• 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 oral and written communication skills.
• Highly Proficient in Microsoft Office tools.
• Willingness to work in dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter, sense of urgency and works well under pressure.
• Strong attention to detail.
• 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 essential.
• Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Ability to mentor, coach and provide direction to team members.
• 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.