Command Centre Team Lead | Onsite | J0226-1422

Gratitude Inc

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4 hours ago

Command Centre Team Lead | Onsite | J0226-1422

5-6 Year(s)

55 - 60 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Data Analyst Management Capacity Good Communication skills and ability to handle client escalations and client calls in English language.

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Category: Digital Customer Experience
Location: Taguig
Work set up: Taguig (Onsite)
Salary: Php 60,000
Work schedule: Night Shift
Required Experience: 5+ years
Headcount: 1

Non-Negotiable:
• 5 years of experience in operations, workforce management, or reporting team lead role.
• Experience within financial services; mutual fund or transfer agency experience preferred.
• . Strong understanding of SLA-driven queue environments.
• Advanced experience with reporting tools (Tableau, Power BI, Excel).
• Strong analytical, forecasting, and data interpretation skills.
• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not required.

Your future duties and responsibilities:
1. Team Leadership & Governance
. Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
. Oversee workload distribution and manage team capacity across operational and reporting functions.
. Establish clear priorities, performance standards, and accountability measures.
. Conduct regular team meetings and provide ongoing coaching and performance feedback.
. Ensure strong cross-collaboration between operational oversight and reporting functions.
. Serve as an escalation point for operational, workforce, and reporting-related issues.
2. Command Centre Responsibilities
Queue Volume Management

. Ensure the right staff members with appropriate skillsets are assigned to the right queues at the right time to optimize processing performance.
. Consistently meet SLAs and maintain quality delivery.

Real-Time Monitoring & Volume Planning

. Monitor queue volumes and allocated resources throughout the day.
. Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.

Trends Analysis

. Review and analyze daily, weekly, monthly, and annual historical work volumes and FTEs.
. Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.

Absenteeism, Lateness & Vacation Planning

. Plan weeks ahead for upcoming vacations to ensure adequate coverage.
. Account for potential absenteeism and lateness when planning staffing.
. Approve vacations based on departmental rules and skillset coverage.

Daily Huddles & Collaboration with Leaders

. Conduct daily and intra-day huddles with department leaders to discuss queue volumes, resource allocation, skillset training, and work shift alignment.
. Adjust work shifts to maintain adequate staffing, minimize overtime, and support work-life balance.
. Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.

3. Reporting & Data Analytics Leadership
Strategic Reporting & Dashboard Ownership

. Lead and represent Back Office and Client Services in data-focused strategic initiatives.
. Own and maintain dashboard architecture across departments.
. Expand dashboards to encompass all relevant KPIs and operational metrics.
. Ensure alignment of reporting outputs with departmental strategic goals.

Reporting Analyst Oversight

. Manage simultaneous reporting priorities (new and ongoing requests).
. Delegate responsibilities among analysts to manage capacity and deadlines.
. Conduct quality control on all reports and dashboards to ensure accuracy and consistency.
. Ensure reporting deliverables meet stakeholder expectations and governance standards.

Data Translation & Stakeholder Support

. Translate stakeholder requirements into actionable reporting solutions.
. Develop dashboards and reports using Tableau, Power BI, Excel, and other reporting tools.
. Fulfill ad hoc data requests using appropriate systems and data sources.
. Serve as liaison between business stakeholders and IT when data is not readily available.

Insights, Optimization & Continuous Improvement

. Analyze patterns, trends, and operational sentiment to identify areas for improvement.
. Recommend improvements in training, process efficiency, back-office operations, and client satisfaction.
. Identify opportunities for automation or efficiency improvements in reporting processes.
. Recommend client/advisor interactions or processes suitable for self-service solutions.

Command Centre Goals
The Team Lead is accountable for ensuring:

1. Maximum processing performance across back-office operations.
2. Consistent attainment of SLA targets and quality standards.
3. Accurate, timely, and strategic reporting across departments.
4. A highly skilled, cross-trained, and optimized workforce.
5. Operational resilience during disruption events.
6. Continuous improvement driven by data insights.

Role

Customer Service Analyst

Timings

Night Shift (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.

Christopher Owiny Omondi

Recruiter - Gratitude Inc

NA, kenya

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