XTN-3E72868 | WFM SUPERVISOR

The WFM Supervisor is responsible for leading the WFM team (Schedulers, Real-Time Analysts, Reports Analyst and Forecasters) to optimize staffing levels and operational efficiency. You will oversee the end-to-end WFM process—from long-term forecasting to real-time execution—ensuring that client KPIs, such as Service Level (SL) and Abandonment Rate, are consistently met across multiple sites or lines of business.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Key Responsibilities

1. Strategic Planning & Forecasting

· Oversee the creation of accurate volume forecasts (calls, chats, emails) and staffing requirements based on historical data and marketing intelligence.

· Analyze trends to predict future staffing needs and provide recommendations for recruitment or overtime.

2. Scheduling & Capacity Planning

· Manage the production of agent schedules that balance business needs with employee preferences and labor laws.

· Lead "lock-down" meetings with Operations to finalize weekly and monthly staffing plans.

3. Real-Time Management (RTM)

· Supervise the Real-Time Analysts to ensure immediate response to service level variances.

· Direct the "Intraday" strategy, including the management of "shrinkage" (meetings, coaching, breaks).

4. Performance Reporting & Analytics

· Prepare and present daily, weekly, and monthly WFM performance reports to senior leadership and clients.

· Identify "bottlenecks" in the workflow and recommend process improvements.

5. Team Leadership

· Mentor and develop WFM staff, ensuring high levels of technical proficiency in WFM software (e.g., NICE IEX, Verint, Aspect).

Qualifications & Requirements

· Education: Bachelor’s degree in Business, Mathematics, Statistics, or a related field.

· Experience: Minimum of 3–5 years in WFM within a BPO environment, with at least 2–5 years in a supervisory or lead role.

· Technical Skills: * Advanced proficiency in MS Excel (Macros, Pivot Tables, Complex Formulas).

o Hands-on experience with WFM tools (Aspect, Verint, NICE, or Genesys).

· Core Competencies:

o Strong analytical thinking and "data-to-insight" capabilities.

o Excellent communication skills for client-facing interactions.

o Ability to work under pressure in a fast-paced, 24/7 environment.