WFM Team Lead | Workforce Management | Scheduling | Forecasting | Reports | BPO | MOA | Onsite

Gratitude Inc

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2 days ago

1-4 Year(s)

₱ 35 - ₱ 40K p.m

Manila

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Job Description

Key Skills

Leadership WFM Team Leader BPO Experience

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WFM Team Lead – NLCH | BPO Contact Center | MOA

We are looking for an experienced Workforce Management (WFM) Team Lead to oversee end-to-end workforce planning operations in a dynamic contact center environment. The role focuses on staffing, forecasting, scheduling, real-time adherence, and performance reporting to ensure optimal service delivery and operational efficiency.

Key Responsibilities

Manage end-to-end Workforce Management (WFM) operations including forecasting, scheduling, staffing, and capacity planning
Ensure achievement of key KPIs such as Service Level (SL), Average Handling Time (AHT), occupancy, and agent adherence
Create and manage daily, weekly, and monthly workforce schedules
Perform real-time monitoring (RTA) and take immediate corrective actions to maintain performance standards
Analyze historical data and call volume trends to prepare accurate forecasts
Prepare and maintain MIS reports, dashboards, and operational performance reports
Monitor shrinkage, absenteeism, and workforce utilization
Coordinate with Operations, Quality, and Training teams for smooth workforce execution
Support and optimize usage of WFM tools (Verint, NICE, Aspect, Genesys, etc.)
Lead and supervise WFM analysts or junior team members
Identify process gaps and drive continuous improvement initiatives
Ensure compliance with contact center policies, procedures, and workforce standards

Required Skills & Qualifications

Bachelor’s degree in any related field (Mandatory)
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations
Prior experience as Reports Analyst / WFM Analyst / Reports Supervisor / Team Lead (mandatory)
Strong experience in BPO / Contact Center environment
Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys
Strong Excel skills (Pivot Tables, VLOOKUP, data analysis preferred)
Strong analytical, problem-solving, and decision-making skills
Good communication and stakeholder management skills
Proven leadership or team handling experience

Work Details

Work Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Work Schedule: Shifting schedule (including night shifts)
Employment Type: Full-Time

Important Note

Former employees of Teleperformance (direct or indirect, including third-party rehire) are not eligible for this role as per client policy requirements.

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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