WFM Team Lead

Gratitude Inc

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2 hours ago

WFM Team Lead

1-5 Year(s)

40 - 45 Thousand p.m

Manila (Pasay City)

Job Description

Key Skills

WFM tools BPO call centre Team leader BPO

1 candidate(s) have already applied for this Job. Apply now

Job Title: WFM Team Lead
Work Location: Pasay City
Work Setup: Onsite
Schedule: Shifting Schedule
Salary: Up to PHP 40,000 + 20% Night Differential
Note: Former employees are not eligible for rehire, whether directly or through a third party.
Job Summary
The WFM Team Lead is responsible for overseeing workforce management operations within a contact center environment. This role manages staffing, scheduling, forecasting, reporting, and workforce planning activities to ensure operational efficiency and service level targets are achieved. The position also provides leadership to the WFM team and drives process improvements across workforce operations.
Key Responsibilities
Manage and oversee workforce planning activities, including staffing, scheduling, forecasting, and reporting.
Monitor operational performance and recommend workforce adjustments as needed.
Ensure adherence to workforce management policies, procedures, and best practices.
Lead and support a team of WFM professionals to achieve operational goals.
Analyze workforce data and generate reports to support business decisions.
Identify opportunities for process improvement and implement effective solutions.
Collaborate with operations and other support teams to meet service delivery objectives.
Handle workforce-related issues and provide timely resolutions.
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 previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, Team Lead, or similar role.
Experience in a BPO or contact center environment.
Proficiency in WFM tools such as Verint, NICE, Aspect, Genesys, or similar platforms.
Strong Excel, reporting, and data analysis skills.
Experience in staffing, scheduling, forecasting, and workforce planning.
Leadership or team management experience is an advantage.
Excellent communication, analytical, and problem-solving skills.
Pre-Screening Questions
Educational Attainment:
Years of WFM Experience:
Current/Most Recent Role:
Years of BPO/Contact Center Experience:
WFM Tools Used:
Last Drawn Salary:
Expected Salary:

Qualified applicants should forward their response to the Pre-screening questions alongside their applications

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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Mary Iniakpaniko

Recruiter - Gratitude Inc

NA, nigeria

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