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Workforce Management Supervisor

Zalora South East Asia
Full-time Philippines, Philippines Other-General
Posted:
February 20, 2026
Location:
Philippines, Philippines, Philippines

Job Description


The Workforce Supervisor is responsible for end-to-end Workforce Management (WFM) functions within the THE ICONIC contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time performance monitoring, reporting, and analytics to ensure optimal staffing levels and service delivery.

The role ensures achievement of Service Level Agreements (SLAs), productivity targets, occupancy goals, and cost efficiency while supporting operational strategy and client commitments.
 

Key Responsibilities:

  • Perform contact trend analysis to help management anticipate future impacts to our ability to meet service level goals.
  • Develop short and long term forecasts using historical data, trends, seasonality, and business drivers with associated staffing recommendations; perform what if scenarios with volume and shrinkage variables. Able to translate forecasts into staffing requirements and hiring plans.
  • Monitor forecast ac...

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    Job Overview

    Job Type: Full-time
    Location: Philippines, Philippines
    Posted: February 20, 2026
    Deadline: April 01, 2026