Active Hiring

WFM Supervisor

Position Overview

The role is responsible for all forecasting, scheduling, interaction volume monitoring, and adjusting. Including responsibility for determining and communicating work schedules and resource allocation across all servicing channels and interaction queues. Responsible for working with site leaders to ensure adequate staff, contingency plans, and workflow monitoring.


Type: Full-time
Level: Supervisor or Manager Level
Salary: Confidential
Date Posted: 12-09-2023



  • Forecast interaction and case management volumes and resource requirements based on historical data/metrics and current trends (i.e., customer trends, upcoming events, sales and, seasonality), ensuring a detailed forecast produced a minimum of 3 months in advance, with an aim to provide a medium-term forecast of 12 months in advance.
    Perform historical analyses of performance data to identify trends/patterns, and make appropriate recommendations (i.e.., interaction volumes, intraday patterns, root cause analysis), ensuring a consistent flow of work on all major channels (i.e. emails, phones, live chat, case management)
    Scheduling and Capacity Planning
  • Implementing and maintaining a consistent and effective resource schedules, ensuring staffing levels are adequate to meet customer and business expectations
    Development and delivery of comprehensive and effective rosters and break schedules, including conducting gap analysis and solution implementation
    Use workforce management software and call volume history data to manage intraday staffing levels and develop effective methods to meet resourcing requirements
    WFM Systems and Tools
  • Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls.
    Utilize call center tools to observe agents actual state compared to agents scheduled state.
    Reporting & Insights
  • Development of performance metrics reporting (i.e, AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence), geared towards data analysis and the identification of actionable insights.
    Perform real-time analyses of performance data (i.e., intra-day activities, schedule adjustments and perform trend analysis), providing direction to Real-Time Analysts and WFM & Reporting Lead to proactively improve day-to-day performance metrics
    Working as part of the Reporting Team in the development of the reporting and dashboards suites
    Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and all directives (such as, but not limited to, transfer and/or reassignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so


  • Bachelors/College Degree in any field
  • At least 1 to 2 years of working experience in a similar position
  • Excellent verbal and written English communication skills
  • Basic understanding of instructional design
  • Proficiency in MS Office Applications and technical aptitude
  • Ability to address small to large groups of people with confidence
  • Positive working attitude and customer service-oriented
  • Strong business acumen
  • Credibility with senior and middle managers and able to build strong relationships quickly
  • Knowledge and ability to manage all aspects of the training and development life cycle
  • Commitment to service and a flexible can-do attitude to respond to business needs
  • Detail-oriented and able to multitask with strong administrative and organisational skills
  • Self-starter who is energetic, enthusiastic and driven
  • Able to work independently and as part of a team

Why Diversify?

Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila. You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.

Position Overview

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