Workforce Supervisor

About the role

The Workforce Supervisor will lead a team of workforce analysts to interpret site analytics, manage capacity planning, forecasting, scheduling and real‑time operations. Reporting to the Workforce Manager or Senior Workforce Manager, the role focuses on simplifying processes and enhancing the customer experience at the assigned site.

Key responsibilities

• Supervise workforce personnel in executing workforce strategies with precision.
• Maintain and update local databases to ensure accurate reporting.
• Drive performance management and continuous improvement at the site level.
• Provide strategic recommendations for process improvements to leadership.
• Act as liaison between operations and support teams, ensuring clear communication.
• Facilitate staffing adjustments based on re‑forecasted requirements.
• Communicate call volume, staffing, and productivity impacts to all operational levels.
• Coach, mentor, and evaluate direct reports, including hiring and disciplinary decisions.
• Deploy policy and process enhancements to boost productivity and satisfaction while reducing costs.
• Oversee short‑term and long‑term workforce workload and related projects.

Required profile

• Proven experience managing a workforce management team.
• Hands‑on experience in capacity planning, forecasting, scheduling and real‑time management.
• Strong leadership presence and personality.
• Willingness to work onsite in Davao City.

Required skills

• Intermediate proficiency in Microsoft Excel.
• Knowledge of Google Sheets (preferred).