(URGENT) WFM Team Lead-NLCH| MOA

Gratitude Inc

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1 day ago

(URGENT) WFM Team Lead-NLCH| MOA

1-4 Year(s)

₱ 40 - ₱ 49K p.m

Manila

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Job Description

Key Skills

Leadership WFM Team Leader BPO Experience

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Description / Requirements

Job Title: WFM Team Lead - NCLH
Work Location: MOA
Work Setup & Schedule: Onsite / Shifting
Salary: 49k max, 20% Night Differential

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

Job Description

Oversees and has full responsibility for all operational support aspects of the contact center.
Facilitates and monitors all workforce planning activities, including staffing, scheduling, forecasting systems, and adherence to policies and procedures.
May monitor the implementation and execution of all training programs across the contact center.
Oversees all aspects of contact center quality initiatives and support systems implementation and management.
May be responsible for multiple contact centers.
Possesses comprehensive knowledge of workforce management and contact center operations.
Executes specialized projects and activities while working according to established principles.
Independently manages workload with minimal supervision or guidance.
May supervise less experienced professionals, providing expertise and ensuring quality of deliverables.
Identifies and implements improvements to day-to-day activities and operational processes.
Manages and oversees the implementation of short-term activities within the team.
Makes operational decisions within a defined scope of responsibility.
Delivers professional responsibilities with a focus on operational excellence.
Typically manages a team of individual contributor employees.

Required Qualifications

Bachelor's degree in a related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
Experience in a BPO/contact center environment.
Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys).
Strong Microsoft Excel, reporting, and data analysis skills.
Experience managing staffing, scheduling, forecasting, and workforce planning.
Leadership or team management experience.
Strong communication and problem-solving skills.

Role

Lead Generator

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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