Unify CX is looking for an extraordinary
Workforce Supervisor to join our motivated and ambitious team.
Role: Workforce Supervisor
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
What Will You Do?
As the
Workforce Supervisor is responsible for overseeing real-time operations, ensuring optimal staffing levels, schedule adherence, and service level targets are met. They manage workforce analysts, coordinate with operations and support teams, and provide actionable insights to improve efficiency. Their goal is to maintain a smooth workflow and maximize productivity while balancing both client and employee needs.
- Monitor real-time staffing and call volume
- Ensure schedule adherence and service level targets
- Supervise workforce analysts and provide guidance
- Coordinate with operations and support teams
- Optimize productivity and workflow efficiency
- Provide reports and insights for decision-making.
Who You Are
To be considered, candidates are expected to have the following:
Required Qualifications
- Bachelor's degree or equivalent work experience
- At least 2–3 years of experience in Workforce Management (WFM)
- Strong knowledge of real-time monitoring, forecasting, and scheduling
- Proficiency in WFM tools (e.g., Verint, NICE, Genesys, or similar)
- Excellent analytical and problem-solving skills
- Strong communication and leadership abilities
- Ability to work under pressure and in a fast-paced environment
- Flexible with shifting schedules, including weekends or holidays
Preferred Qualifications
- Experience using advanced WFM tools like Verint, NICE IEX, or Genesys
- Background in managing multiple lines of business or multi-site operations
- Knowledge of contact center KPIs (AHT, SLA, shrinkage, occupancy, etc.)
- Experience in reporting and data analysis using Excel, Power BI, or Tableau
- Familiarity with workforce forecasting models and methodologies
- Prior supervisory or team lead experience in WFM
- Strong understanding of BPO operations and client management
- Six Sigma or similar process improvement training/certification is a plus
Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
