Workforce & Reporting Supervisor

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

WORKFORCE AND REPORTING SUPERVISOR

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for a Workforce and Reporting Supervisor to be part of our team.

• This role is responsible for overseeing the workforce management and reporting functions for both voice and non-voice lines of business. This role ensures optimal staffing levels, efficient operations, and accurate reporting to support business objectives. The ideal candidate will create and maintain reporting dashboards, provide actionable insights, and manage analysts to achieve operational excellence.

MAIN RESPONSIBILITIES

Workforce Management

• Supervise and guide workforce analysts to ensure accurate forecasting, scheduling, and real-time management for voice and non-voice operations.
• Monitor and analyze historical data to optimize staffing and resource allocation.
• Develop strategies to address under- or over-staffing issues, ensuring service level agreements (SLAs) are consistently met.
• Collaborate with operations, talent acquisition, training to manage hiring plans, training schedules, and capacity planning.

Reporting and Analytics

• Create, update, and maintain interactive reporting dashboards to provide real-time and historical performance data.
• Ensure the accuracy, consistency, and timeliness of all reports and dashboards.
• Analyze data to identify trends, operational bottlenecks, and opportunities for process improvement.
• Generate regular and ad hoc performance reports for stakeholders, including senior management.

Team Leadership

• Manage a team of workforce and reporting analysts, providing mentorship, training, and performance feedback.
• Foster a collaborative and high-performing team culture focused on data-driven decision-making.
• Conduct regular one-on-one meetings and team reviews to ensure alignment with organizational goals.

Stakeholder Collaboration

• Act as the primary point of contact for workforce and reporting matters, working closely with operations managers, team leaders, and clients.
• Present insights and recommendations to stakeholders, contributing to strategic decision-making.
• Partner with IT and business intelligence teams to improve reporting tools and infrastructure.

Requirements

• A minimum of 2 years of Workforce Management experience and at least 1 year in a supervisory or lead role is preferred
• Intermediate to semi-advanced proficiency in MS Excel for reporting and forecasting, with familiarity in tools such as RingCentral, Power BI, and SharePoint.
• Willing to work night schedules and must be able to work on our site 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.