WFM SUPERVISOR
Make your next big career move by applying as KMC Solutions' next WFM SUPERVISOR
The WFM Supervisor is responsible for leading the WFM team (Schedulers, Real-Time Analysts, Reports Analyst and Forecasters) to optimize staffing levels and operational efficiency. You will oversee the end-to-end WFM process—from long-term forecasting to real-time execution—ensuring that client KPIs, such as Service Level (SL) and Abandonment Rate, are consistently met across multiple sites or lines of business.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a WFM SUPERVISOR include:
Key Responsibilities
1. Strategic Planning & Forecasting
· Oversee the creation of accurate volume forecasts (calls, chats, emails) and staffing requirements based on historical data and marketing intelligence.
· Analyze trends to predict future staffing needs and provide recommendations for recruitment or overtime.
2. Scheduling & Capacity Planning
· Manage the production of agent schedules that balance business needs with employee preferences and labor laws.
· Lead "lock-down" meetings with Operations to finalize weekly and monthly staffing plans.
3. Real-Time Management (RTM)
· Supervise the Real-Time Analysts to ensure immediate response to service level variances.
· Direct the "Intraday" strategy, including the management of "shrinkage" (meetings, coaching, breaks).
4. Performance Reporting & Analytics
· Prepare and present daily, weekly, and monthly WFM performance reports to senior leadership and clients.
· Identify "bottlenecks" in the workflow and recommend process improvements.
5. Team Leadership
· Mentor and develop WFM staff, ensuring high levels of technical proficiency in WFM software (e.g., NICE IEX, Verint, Aspect).
To apply, you must be an expert on the following requirements:
Qualifications & Requirements
· Education: Bachelor’s degree in Business, Mathematics, Statistics, or a related field.
· Experience: Minimum of 3–5 years in WFM within a BPO environment, with at least 2–5 years in a supervisory or lead role.
· Technical Skills: * Advanced proficiency in MS Excel (Macros, Pivot Tables, Complex Formulas).
o Hands-on experience with WFM tools (Aspect, Verint, NICE, or Genesys).
· Core Competencies:
o Strong analytical thinking and "data-to-insight" capabilities.
o Excellent communication skills for client-facing interactions.
o Ability to work under pressure in a fast-paced, 24/7 environment.
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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