Workforce Supervisor

Main Activities and Responsibilities:

• Forecasting Leadership
• Granular Volume Distribution: Translate monthly forecast interaction volumes (calls, chats, emails) into seasonal weekly distributions and intraday daily intervals.
• Production Hour Allocation: Deconstruct monthly target capacity and production hours into weekly schedules and daily staffing requirements.
• Cross-Functional Delivery: Formulate and deliver clean, structured data sets to:
• The WFM Team: To drive precise scheduling, shrinkage allocation, and real-time management.
• The Finance Team: To enable accurate cost projections, budget tracking, and financial variance analysis.
• Capacity Planning Oversight
• Validate supply–demand balancing, shrinkage levels, and staffing recommendations (OT, hiring, cross‐skilling) for PH operations.
• Participate in Demand Planning and Fusion meetings to align capacity with upcoming initiatives.
• Scheduling Management
• Oversee scheduling lifecycle: build, publish, update, shrinkage integration, and leave management.
• Ensure multi‐skill scheduling supports channel mix changes and service requirements.
• Real-Time Management (RTM) & Intraday Governance
• Intraday Steering: Lead active, real-time intraday steering across all communication queues, executing immediate staffing moves, dynamic skill activations, and critical action triggers to maintain Service Level Agreements
• Incident Response: Ensure sudden absenteeism, unexpected AHT spikes, and volume anomalies are addressed quickly through predefined mitigation strategies and real-time scheduling adjustments.
• Schedule Adherence Monitoring: Oversee the real-time tracking of agent states, systematically identifying and addressing non-adherence, extended breaks, and unauthorized auxiliary (AUX) usage.
• Bridge & Stakeholder Communcation: Serve as the primary point of contact during operational crises, hosting incident bridges and sending out milestone updates to operations leadership regarding network downtime or system outages.
• Under-Staffing & Over-Staffing Action Plans: Authorize and deploy immediate real-time tactics, such as approving ad-hoc overtime (OT) during high-volume spikes or offering voluntary time off (VTO) to protect financial targets during low-volume periods.
• Reporting Governance
• Validate and deliver daily/weekly/monthly operational performance reports (volumes, AHT, shrinkage, staffing variance, SL, digital trends).
• Oversee scorecard reporting (adherence, productivity, efficiency).
• Leadership & Team Development
• Provide coaching, performance management, and skill development to WFM analysts.
• Document coaching sessions, manage improvement plans, and reinforce accountability.
• Stakeholder Engagement
• Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
• Communicate risks, drivers, and performance insights clearly and proactively.
• Governance Cadence Execution
• Represent WFM in daily stand‐ups, weekly capacity reviews, GTM meetings, demand‐planning forums, monthly forecast reviews, and quarterly strategy sessions.
• Policy, Compliance & Documentation
• Ensure adherence to Probe/Client policies, including data security, privacy, and reporting hygiene.
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Complete all necessary training requirements and professional development opportunities.
• Culture & Workplace Standards
• Promote a respectful, inclusive, and safe environment; address hazards and uphold compliance.
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

Key Skills And Capabilities

• Strong analytical skills and ability to interpret operational trends.
• Excellent written and verbal communication skills.
• Ability to motivate, coach, and lead WFM teams.
• Strong problem‐solving and conflict‐resolution capability.
• High attention to detail in forecasting, scheduling, and reporting.
• Ability to collaborate effectively with clients and internal partners.
• Ability to work autonomously and prioritise in a fast‐paced environment.

Qualifications And Typical Experience

• At least 1-2 years of supervisory experience in a call‐center environment.
• Experience working directly with clients (preferred).
• Must have end-to-end Workforce experience
• Amenable to work in Eastwood, Quezon City