Workforce Management Supervisor

RELX

  • Manila City, Metro Manila
  • Permanent
  • Full-time
  • 7 days ago
The Workforce Management Supervisor plays a critical role in ensuring optimal staffing and operational efficiency across the division. This role is responsible for overseeing forecasting, scheduling, real-time monitoring, and reporting functions, while leading a team of WFM Analysts. The Supervisor will collaborate closely with Operations, HR, and other support teams to drive performance and service level achievement.Key Responsibilities:
  • Lead and manage a team of WFM Analysts, providing coaching, guidance, and performance feedback.
  • Oversee daily workforce planning activities including forecasting, scheduling, and intraday monitoring.
  • Ensure accurate and timely reporting of key metrics such as service levels, occupancy, shrinkage, and adherence.
  • Partner with Operations leadership to align staffing plans with business needs and performance goals.
  • Identify and implement process improvements to enhance WFM efficiency and accuracy.
  • Support business continuity planning and execution during unexpected events or volume fluctuations.
  • Maintain and optimize WFM tools and systems in collaboration with IT and vendor partners.
  • Prepare and present workforce-related insights and recommendations to senior leadership.
Qualifications:
  • Bachelor’s degree holder preferably in business administration, Statistics, Mathematics, Computer Science, or a related field (or equivalent work experience)
  • Minimum of 2–3 years of experience in Workforce Management (forecasting, capacity planning, scheduling, and real-time monitoring)
  • At least 1 year of experience in a leadership or supervisory role within WFM or operations is a plus
  • Experience in a shared services or BPO environment is a strong advantage
  • Proficiency in WFM tools (e.g., NICE IEX, Verint, Amazon Connect, or similar platforms),
  • Strong Excel skills (formula mastery, data analysis, automation, etc.), advance familiarity in functions, especially combining functions
  • Familiarity in using tools i.e. pivot tables and pivot charts, slicers and interactive elements, conditional formatting, etc. to highlight trends or outlier and summarizing data
  • Familiarity with reporting tools (e.g., Power BI, Tableau) is a plus
  • Understanding of ACD systems and call routing logic
Core Competencies
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to manage multiple priorities and meet deadlines
  • High attention to detail and accuracy
  • Strong leadership and team management capabilities
Behavioral Attributes
  • Proactive and results-oriented
  • Able to work independently and collaboratively
  • Demonstrates integrity and professionalism
  • Adaptable to change and continuous improvement
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams .Please read our .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.USA Job Seekers:.

RELX