Worforce Supervisor

Qualifications and Typical Experience:

• Must have 2 years of Workforce Experience

• In depth and excellent knowledge in using different ACD and WFM applications such as: Genesys or Nice, Alvaria, and Verint

• Must be amenable to work in Wilcon, Makati

Responsible for: 

Lead the Workforce Management (WFM) team, ensuring forecasting, capacity planning, scheduling, Real‑time management, and reporting are delivered at high accuracy and consistency. This role drives execution aligned with the account's demand drivers, governance cadence, and service expectations. The WFM Supervisor ensures analysts stay accountable, performance is optimized, and operational decisions are guided by data

Main Activities and Responsibilities:

1. Forecasting Leadership

●Oversee unified volume forecasting across all demand drivers (satellite changes, billing cycles, tech issues, sports seasonal...