WFM Team Lead

Gratitude Inc

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2 hours ago

WFM Team Lead

1-4 Year(s)

Manila (Pasay City)

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Job Description

Key Skills

Leadership WFM tools BPO Call center WFM Team Leader

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Location: MOA

Work Setup: Onsite
Schedule: Shifting
Salary: Up to PHP 35,000

The Opportunity

We’re looking for an experienced WFM Team Lead with strong workforce planning, reporting, scheduling and forecasting expertise to support contact centre operations.

What You’ll Do

Lead workforce management activities including staffing, scheduling and forecasting.
Monitor workforce plans and ensure operational requirements are met.
Analyse WFM data, reports and performance trends to support decision-making.
Oversee WFM processes, policies and day-to-day operational support.
Drive process improvements and specialised WFM projects.
Lead and mentor WFM/reporting professionals.
Partner with Operations and other stakeholders to address workforce requirements.
Support contact centre quality, training and operational initiatives.

What We’re Looking For

Bachelor’s degree in a related field.
1–4 years of experience in WFM, Reporting, Scheduling, Forecasting or Contact Centre Operations.
Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst or Team Lead – mandatory.
BPO/contact centre experience.
Hands-on experience with WFM tools such as Verint, NICE, Aspect or Genesys.
Strong Excel, reporting and data-analysis skills.
Experience in staffing, scheduling, forecasting and workforce planning.
Leadership/team management experience.
Strong communication and problem-solving skills.

Interested? Send your updated CV highlighting your WFM, forecasting, scheduling, reporting, WFM tools and leadership experience.

Role

Account Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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