???? We&aposre Hiring: WFM Supervisor/Team Lead! ???? We are seeking a detail-oriented and analytical Team Lead for our WFM RTA team. The WFM Supervisor is responsible for overseeing a team of Real-Time Adherence Analysts who monitor and manage the performance of workforce, which includes resources from multiple vendors. This role requires strong leadership, analytical, and communication skills, as well as a deep understanding of workforce management best practices and the ability to manage multiple vendors effectively. The Supervisor will ensure optimal resource utilization, adherence to service level agreements (SLAs), and cost-effective operations across all vendor teams. ???? Location: Manila, Philippines Work Mode: Hybrid, 1-2 days in office, US Shift ???? Role: WFM Supervisor What You&aposll Do Team Management: Supervise, train, and mentor a team of Real-Time Adherence Analysts, providing guidance, support, and performance feedback. Conduct regular performance reviews and identify opportunities for professional development. Vendor Management: Collaborate effectively with multiple vendors to ensure consistent performance, adherence to SLAs, and timely resolution of issues. Manage vendor relationships and address any conflicts or challenges that arise. Real-Time Adherence Monitoring: Oversee the real-time monitoring of agent adherence to schedules and forecasts, ensuring optimal resource utilization and service level adherence. Develop and implement strategies to improve RTA across all vendor teams. Intraday Reporting & Analysis: Review and analyze intraday reports generated by the RTA Analysts, identifying trends, potential issues, and areas for improvement. Prepare and distribute regular reports to stakeholders, including senior management and clients. What We&aposre Looking For Bachelor&aposs degree in business administration, operations management, or a related field. 5+ years of experience in workforce management, with at least 3 years in a supervisory or management role. Proven experience managing multiple vendors and complex projects. Strong analytical and problem-solving skills with the ability to interpret and present complex data. Excellent communication, interpersonal, and negotiation skills. Experience working with senior management and clients. Proficiency in workforce management software and tools (e.g., NICE WFM, Verint WFM, Genesys). Experience working with contact centers and/or BPO environments, preferably in the telecommunications industry. Deep understanding of key performance indicators (KPIs) related to workforce management and real-time adherence. Ability to manage multiple projects simultaneously and meet tight deadlines. Strong leadership, mentoring, and team management skills. You are amenable to work in a rotating shift. Ready to make an impact ???? Apply now and let&aposs grow together! Show more Show less