Probe Group
WorkforceSupervisor
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Workforce Supervisor at Probe Group. Skills: demand forecast models, staffing requirements, data integrity, ad-hoc data analyses, capacity plans, staffing levels, performance efficiency, key driver metrics, capacity plan scenario analyses, key performance indicators, data flows, integrity of input data. creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments. Cons”
Industry & Context.
offers potential solutions to performance issues; Conduct “what if” capacity plan scenario analyses to determine potential solutions to improve performance
Must be amenable work on a shifting schedule, Willing to be assigned either in Makati, full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements
What They're Looking For.
Must Have
At least 3-5 year(s) of working experience in specializing in Workforce Planning or Forecasting, Must be amenable work on a shifting schedule, Willing to be assigned either in Makati
What You'll Do.
creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments
Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments
Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends
Modify and update historical call/workload volume data to ensure accuracy of future forecasts
Develop contact center key driver metrics and target processing times as throughput into the overall long-term planning model
Conduct “what if” capacity plan scenario analyses to determine potential solutions to improve performance
Maintain accurate configuration of Workforce Management systems
Generate and distribute reporting of key performance indicators such as contact volume and customer handling time performance versus forecast
as well as hiring adherence and staff attrition performance
Participate and present data during weekly meetings with the business segments leaders to discuss trends
and to create a plan of action to meet contact center metrics
Manage data flows from multiple sources
and continually audit the integrity of input data through testing and reconciliation activities
Support Workforce Management team members through data insights and identified opportunities
How You'll Work.
Team & Collaboration
work closely with other roles within the WFO and Operational teams; Lead consultations with internal departments; Participate and present data during weekly meetings with the business segments leaders; Support Workforce Management team members
Communication Scope
communicates staffing requirements; advising multiple business segments leaders; Participate and present data during weekly meetings
Full Job Description
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. **Job purpose** Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments. Accurately calculates and communicates staffing requirements for multiple roles within all business segments. Maintains data integrity and configuration of all Workforce Management applications. Generates in-depth ad-hoc data analyses and scheduled reports to meet the specific needs of each business segment. Provides valuable insight into trends based on data findings and offers potential solutions to performance issues. **Duties and responsibilities** In this role, you will need to work closely with other roles within the WFO and Operational teams in order to effectively deliver on required outcomes and targets. ● Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments ● Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments ● Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends ● Modify and update historical call/workload volume data to ensure ac
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