Supervisor, Workforce Management at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial Services, Contact CenterIndustries

Requirements

Minimum of 3+ years of experience in a Workforce Management (WFM) function, with at least 1-2 years in a leadership or supervisory role focusing on forecasting and/or scheduling
Advanced proficiency with WFM software (e.g. Genesys, Verint, NICE, AWS, Talkdesk) and Microsoft Excel
Experience in a multi-channel or multi-site contact center environment
Knowledge of WFM principles across other functions (e.g. Real Time Management, Long-term Planning)
Preferred: Bachelor’s degree in Business, Finance, Operations Management, or a related field (or equivalent practical experience)
Analytical Thinking: Exceptional ability to interpret complex data, identify trends, and develop accurate staffing models
Leadership & Communication: Proven ability to lead and motivate a technical team, with excellent verbal and written communication skills to clearly articulate complex WFM concepts to non-WFM stakeholders
Attention to Detail: Meticulous in managing large datasets and ensuring the accuracy of schedules and forecasts
Process Improvement: Strong commitment to continuous improvement

Responsibilities

Supervise, mentor, and coach the Resource Planning team
Manage team performance, conduct regular 1:1s, and facilitate professional development to ensure a high-performing team
Ensure team adherence to best practices, process documentation, and quality standards for all forecasts and schedules
Oversee the generation and accuracy of short-term forecasts (interval, daily, weekly, or up to 6 weeks out) for all contact channels (e.g. calls, chat, email)
Analyze historical performance, business drivers, and upcoming promotional/operational events to adjust and improve forecast models
Conduct root cause analysis on forecast variance and provide executive summaries on performance and recommendations
Direct the creation and maintenance of agent schedules to match forecasted demand, maximizing coverage while adhering to service objectives and employee work preferences
Oversee the proactive scheduling of non-productive time activities, including training, team meetings, coaching, and project work, ensuring minimal impact on service levels
Manage shift-bid processes, schedule exception requests, and time-off approvals in partnership with Operations
Conduct regular capacity reviews and provide recommendations for full-time equivalent (FTE) movement or changes to meet short-term demands
Produce and distribute scheduled and ad-hoc reports detailing short-term resource utilization, schedule efficiency, forecast accuracy, and key performance indicators (KPIs)
Partner with Operations Managers to communicate staffing plans, schedule adjustments, and performance impacts
Act as the primary point of contact for the Resource Planning function during operational reviews and planning meetings

Skills

Key technologies and capabilities for this role

Workforce ManagementResource PlanningForecastingStaffing ModelsAgent SchedulingService Level AgreementsContact Center OperationsRoot Cause AnalysisTeam LeadershipPerformance Management

Questions & Answers

Common questions about this position

What experience is required for the Supervisor, Workforce Management role?

Minimum of 3+ years of experience in a Workforce Management (WFM) function, with at least 1-2 years in a leadership or supervisory capacity is required.

What are the main responsibilities of the WFM Supervisor?

The role involves supervising and mentoring the Resource Planning team, overseeing short-term forecasts and agent schedules, conducting root cause analysis on forecast variance, managing shift-bids and time-off, and partnering with Operations leadership.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the team structure look like for this position?

The role leads a team of analysts in the Resource Planning function, supervising, mentoring, and coaching them while managing performance and professional development.