WE'RE HIRING: Workforce Management (WFM) Team Lead

Gratitude Inc

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1 week ago

WE'RE HIRING: Workforce Management (WFM) Team Lead

3-5 Year(s)

Davao

Job Description

Key Skills

Leadership Reporting Scheduling WFM tools forecasting.

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We are looking for a driven WFM Team Lead to oversee contact center workforce operations, manage forecasting and scheduling, and lead operational support teams to success!

Location: MOA, Pasay City (Onsite)
⏰ Schedule: Shifting Schedule
Start Date: ASAP

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WHAT YOU'LL DO:
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• Operational Leadership: Lead and mentor a team of workforce specialists across planning, scheduling, and forecasting.
• Workforce Strategy: Oversee staffing models, scheduling, and capacity planning to ensure optimal contact center coverage and service levels.
• Process Excellence: Drive operational improvements, quality support systems, and execute specialized WFM projects.
• Stakeholder Alignment: Monitor training execution, quality adherence, and workforce policies across operations.

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REQUIREMENTS:
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Current or former experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead (Required).
Proven Leadership / Team Management experience in a BPO environment (Required).
1–4 years of experience in Workforce Management (Scheduling, Forecasting, Reporting).
Hands-on experience with WFM tools (e.g., Verint, NICE, Aspect, Genesys).
Strong Microsoft Excel, data analysis, and reporting skills.
Excellent problem-solving, communication, and decision-making capabilities.
Bachelor's degree in a related field.

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PRE-SCREENING QUESTIONS:
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1. Highest Educational Attainment & Degree:
2. Years of Experience in Workforce Management (WFM):
3. Current or Most Recent Role (e.g., Reports Analyst, WFM Analyst, Team Lead):
4. Years of BPO / Contact Center Experience:
5. WFM Tools Proficient In (e.g., Verint, NICE, Aspect, Genesys):
6. Last Drawn Salary & Expected Salary:
7. Notice Period / Availability:
8. Are you willing to work onsite at MOA on a shifting schedule?

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HOW TO APPLY:
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Send your updated CV along with your answers to the pre-screening questions to kenmerc6@gmail.com today!

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

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.

Mercy Ebota Nnamdi

Recruiter - Gratitude Inc

NA, nigeria

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