About this role
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 client’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 client demand drivers (satellite changes, billing cycles, tech issues, sports seasonality, digital behaviour).
● Drive scenario‑based modeling (best/mid/worst case) to inform staffing plans and operational readiness.
● Lead forecast calibration and monthly forecast review sessions with stakeholders.
2. 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.
3. Scheduling Management
● Oversee scheduling lifecycle: build, publish, update, shrinkage integration, and leave
management.
● Ensure multi‑skill scheduling supports channel mix changes and service requirements.
4. Real‑Time Management (RTM)
● Lead intraday steering across queues, including staffing moves, skill activation, and action
triggers.
● Ensure absenteeism, AHT spikes, and volume anomalies are addressed quickly
5. 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).
6. Leadership & Team Development
● Provide coaching, performance management, and skill development to WFM analysts.
Document coaching sessions, manage improvement plans, and reinforce accountability.
7. Stakeholder Engagement
● Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
● Communicate risks, drivers, and performance insights clearly and proactively.
8. Governance Cadence Execution
● Represent WFM in daily stand‑ups, weekly capacity reviews, GTM meetings, demand‑planning
forums, monthly forecast reviews, and quarterly strategy sessions.
9. 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.
10. 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.
Qualifications:
● At least 5 years of WFM experience
● Minimum 2 years supervisory experience in a BPO industry
● Experience working directly with clients (preferred).
● Must be amenable to work in Wilcon IT Hub, Makati