WFM TEAM LEAD

Gratitude Inc

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4 weeks ago

WFM TEAM LEAD

2-5 Year(s)

Manila (Pasay City)

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Job Description

Key Skills

Genesys Verint Report Analyst WFM tools Team Leader Team Management Contact Centre Workforce Management BPO industry WFM Analyst Strong Excel knowledge (vlookup, sumifs, pivot tables).

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Job Title: WFM TEAM LEAD

Work Location: MOA
Work Setup: Onsite
Work Schedule: Shifting
Salary: Confidential

We are looking for an experienced WFM professional to join our team as a Workforce Management Team Lead. The ideal candidate will have strong experience in workforce planning, reporting, scheduling, forecasting, and contact center operations, along with proven leadership capabilities.

KEY RESPONSIBILITIES

Oversee workforce management and operational support activities within the contact center.
Manage staffing, scheduling, forecasting, and workforce planning requirements.
Monitor workforce planning processes and ensure effective resource allocation.
Support the implementation and execution of training programs when required.
Oversee contact center quality and operational support initiatives.
Manage short-term workforce activities and operational priorities within the team.
Analyze workforce data and identify opportunities to improve day-to-day processes and operational efficiency.
Lead and support team members while ensuring professional and operational excellence.
Take ownership of assigned projects and initiatives and ensure timely delivery.
Make operational decisions within defined guidelines and responsibilities.
Provide guidance and expertise to less experienced professionals and team members.

REQUIRED QUALIFICATIONS

Bachelor’s degree in a related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or former experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
Experience working in a BPO or contact center environment.
Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys.
Strong Excel, reporting, and data analysis skills.
Hands-on experience with staffing, scheduling, forecasting, and workforce planning.
Proven leadership or team management experience.
Strong communication, analytical, and problem-solving skills.

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

Other

Work Mode

Work from office

Process

Voice

Functional Area

Any Other

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