(URGENT) WFM Team Lead-NLCH| MOA

Gratitude Inc

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6 days ago

(URGENT) WFM Team Lead-NLCH| MOA

1-4 Year(s)

Manila

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Job Description

Key Skills

Microsoft Excel Scheduling Genesys Verint Capacity Planning Workforce Management forecasting. Contact Center Technology Real-time Management Reporting & Analysis

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Job Title: WFM Team Lead – NLCH

Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Shift: Shifting Schedule
Employment Type: Permanent

Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Summary

We are seeking a Workforce Management (WFM) Team Lead to oversee workforce planning and operational support functions within a contact center environment. The successful candidate will lead workforce planning activities, including forecasting, scheduling, staffing, reporting, and performance monitoring while ensuring operational efficiency and service level achievement.

Key Responsibilities

Lead Workforce Management operations, including forecasting, scheduling, staffing, and reporting.
Monitor workforce performance and optimize staffing levels.
Oversee workforce planning tools and reporting systems.
Ensure service levels and operational KPIs are consistently achieved.
Analyze workforce trends and recommend process improvements.
Support contact center operations through accurate planning and reporting.
Lead and mentor WFM Analysts and team members.
Coordinate with Operations, HR, and Training teams.
Prepare operational reports and workforce dashboards.
Ensure adherence to workforce management policies and procedures.

Required Qualifications

Bachelor's Degree in any related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or previous experience as:
- WFM Analyst
- Reports Analyst
- Reports Supervisor
- Team Lead
Experience in a BPO/Contact Center environment.
Hands-on experience with WFM tools such as:
- Verint
- NICE
- Aspect
- Genesys
Strong Microsoft Excel, reporting, and data analysis skills.
Experience managing staffing, scheduling, forecasting, and workforce planning.
Leadership or people management experience is required.
Excellent communication, analytical, and problem-solving skills.
Must not be a current or former Teleperformance employee.

Preferred Skills

Workforce Management
Forecasting
Scheduling
Capacity Planning
Real-Time Management
Reporting & Analytics
Verint
NICE
Genesys
Aspect
Microsoft Excel
Contact Center Operations
Team Leadership
Data Analysis

Recruitment Process

Initial Screening
Operations Interview
Final Interview

Pre-Screening Questions

What is your highest educational attainment?
How many years of Workforce Management experience do you have?
What is your current or most recent role?
How many years of BPO/Contact Center experience do you have?
Which WFM tools have you used (Verint, NICE, Aspect, Genesys, etc.)?
Do you have leadership or team management experience?
What is your current salary?
What is your expected salary?
Are you willing to work onsite at MOA on a shifting schedule?

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.