WFM Team Lead – Workforce Management

Gratitude Inc

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1 week ago

WFM Team Lead – Workforce Management

1-10 Year(s)

Manila - Pasay City, Davao

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Job Description

Key Skills

Data Analysis Reporting Scheduling Capacity Planning Workforce Management forecasting. planning issues, including staffing, scheduling and forecasting systems, and policy and procedure.

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Role Overview:

We are seeking a WFM Team Lead to oversee all operational support aspects of the contact center, including staffing, scheduling, forecasting systems, and policy implementation. You will monitor workforce planning issues and ensure optimal operational efficiency across multiple contact centers.

Key Responsibilities:

Manage and oversee all workforce planning activities including staffing, scheduling, and forecasting.

Facilitate and monitor the implementation of training programs across the contact center.

Oversee quality issues and support systems implementation.

Manage and supervise a team of Individual Contributors.

Generate and initiate workload; provide professional expertise and leadership.

Drive day-to-day process improvements and operational excellence.

Qualifications:

Bachelor's degree in a related field – preferred.

1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations – required.

Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead – required.

Experience in a BPO/contact center environment – required.

Knowledge of WFM tools (Verint, NICE, Aspect, Genesys, etc.) – required.

Strong Excel, reporting, and data analysis skills – required.

Experience managing staffing, scheduling, forecasting, and workforce planning.

Strong communication and problem-solving skills.

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Jecinta Kariuki

Recruiter - Gratitude Inc

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