Workforce Supervisor

Success Metrics (KPIs) • Deliverable accuracy & timeliness · Intraday SL protection · Adherence · Team productivity & development.

About Intelogix

• InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences.
• Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers.
• We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Responsibilities

• Supervise schedulers, planners and analysts; manage daily workload, priorities and quality.
• Ensure schedules, reports and intraday actions are delivered accurately and on time.
• Monitor daily service level and staffing; direct real-time adjustments and escalations.
• Approve intraday exceptions and time-off within agreed guidelines.
• Coach analysts, run performance reviews and support hiring and onboarding.
• Act as escalation point for the WFM team and liaise with Operations team leaders.

Requirements

• Qualifications & Experience 3+ years of WFM experience with 1+ year in a lead, senior analyst or supervisory role.
• Solid working knowledge of scheduling, intraday and reporting.
• Experience in a contact centre or BPO environment.
• & Tools WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect, Calabrio) and ACD/telephony systems.
• Advanced Excel; BI/reporting tools a plus.
• Key Competencies Team supervision · Prioritization · Attention to detail · Decision making · Communication.