(URGENT) WFM Team Lead-NLCH| MOA
Gratitude Inc(URGENT) WFM Team Lead-NLCH| MOA
Job Description
Key Skills
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Job Title: WFM Team Lead – NLCH
Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Shift: Shifting Schedule
Employment Type: Permanent
Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.
Job Summary
We are seeking a Workforce Management (WFM) Team Lead to oversee workforce planning and operational support functions within a contact center environment. The successful candidate will lead workforce planning activities, including forecasting, scheduling, staffing, reporting, and performance monitoring while ensuring operational efficiency and service level achievement.
Key Responsibilities
Lead Workforce Management operations, including forecasting, scheduling, staffing, and reporting.
Monitor workforce performance and optimize staffing levels.
Oversee workforce planning tools and reporting systems.
Ensure service levels and operational KPIs are consistently achieved.
Analyze workforce trends and recommend process improvements.
Support contact center operations through accurate planning and reporting.
Lead and mentor WFM Analysts and team members.
Coordinate with Operations, HR, and Training teams.
Prepare operational reports and workforce dashboards.
Ensure adherence to workforce management policies and procedures.
Required Qualifications
Bachelor's Degree in any related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or previous experience as:
WFM Analyst
Reports Analyst
Reports Supervisor
Team Lead
Experience in a BPO/Contact Center environment.
Hands-on experience with WFM tools such as:
Verint
NICE
Aspect
Genesys
Strong Microsoft Excel, reporting, and data analysis skills.
Experience managing staffing, scheduling, forecasting, and workforce planning.
Leadership or people management experience is required.
Excellent communication, analytical, and problem-solving skills.
Must not be a current or former Teleperformance employee.
Preferred Skills
Workforce Management
Forecasting
Scheduling
Capacity Planning
Real-Time Management
Reporting & Analytics
Verint
NICE
Genesys
Aspect
Microsoft Excel
Contact Center Operations
Team Leadership
Data Analysis
Recruitment Process
Initial Screening
Operations Interview
Final Interview
Pre-Screening Questions
What is your highest educational attainment?
How many years of Workforce Management experience do you have?
What is your current or most recent role?
How many years of BPO/Contact Center experience do you have?
Which WFM tools have you used (Verint, NICE, Aspect, Genesys, etc.)?
Do you have leadership or team management experience?
What is your current salary?
What is your expected salary?
Are you willing to work onsite at MOA on a shifting schedule?
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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