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WFM Supervisor – Tarlac/Antipolo Philippines

Full time @Intelegencia Pvt Ltd

Job Description

WFM Supervisor
Company: Intelegencia
Location: Tarlac/Antipolo Philippines
Employment Type: Full-Time
About the Role
Intelegencia is seeking a Workforce Management Supervisor to lead the WFM function supporting contact center operations in Tarlac City.
The WFM Supervisor will be responsible for overseeing forecasting, capacity planning, scheduling, and real-time management, ensuring optimal staffing levels and operational performance across programs. This role will also manage a team of WFM analysts and collaborate closely with Operations leadership to drive performance improvements.
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Key Responsibilities
•Lead and manage the Workforce Management team (Forecasting, Scheduling, and Real-Time Analysts).
•Develop and maintain accurate forecasts and capacity plans to support operational requirements.
•Oversee schedule creation and optimization to balance service level and agent productivity.
•Monitor real-time performance and ensure quick actions to mitigate service level risks.
•Provide regular performance reports and insights to Operations and leadership.
•Analyze trends impacting AHT, service level, shrinkage, and staffing utilization.
•Partner with Operations leaders to implement strategies that improve operational efficiency.
•Ensure WFM processes, reporting accuracy, and data integrity are maintained.
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Requirements
•4–6 years of Workforce Management experience in a BPO or contact center environment.
•At least 2 years in a leadership or supervisory role within WFM.
•Strong knowledge of forecasting, scheduling, and real-time management.
•Solid understanding of contact center KPIs (Service Level, AHT, Occupancy, Adherence, Shrinkage).
•Advanced proficiency in Microsoft Excel and data analysis.
•Experience with WFM platforms such as NICE, Verint, Genesys, or similar tools.
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Nice to Have
•Experience with data visualization tools like Microsoft Power BI or Tableau.
•Experience supporting multi-site or large-scale contact center operations.
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Why Join Us
•Opportunity to lead and shape Workforce Management operations in a growing organization.
•Work in a data-driven environment with strong operational exposure.
•Be part of a dynamic and collaborative team.
end to end WFM

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