Workforce Supervisor

Alorica · Davao City, Davao Region, Philippines

Location

Davao City

Job Type

Full time

Posted

June 17, 2026

Job Description

Key Responsibilities:
Oversee daily scheduling, shift adherence, and intraday workforce adjustments to meet business demand.
Monitor real-time staffing levels, queue performance, and key operational metrics.
Analyze workforce trends, generate reports, and recommend actionable improvements.
Coordinate with Operations and WFM teams to address service level risks and gaps.
Coach, guide, and develop WFM analysts to ensure accurate execution of processes.
Support forecasting and capacity planning activities as needed.
Ensure compliance with workforce policies, tools, and reporting standards.


Qualifications:
Proven experience in Workforce Management in a BPO or contact center environment.
Strong understanding of forecasting, scheduling, intraday management, and reporting.
Proficiency in WFM tools and advanced Excel/reporting functions.
Strong analytical, problem-solvi...
        

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