WFM Team Lead

WORK SETUP & SCHEDULE: Onsite / Shifting

SALARY: ₱35,000 max

Job Description

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers.


Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.


Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.


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 – required


Experience in a BPO/contact center environment – required


Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys) – required


Strong Excel, reporting, and data analysis skills – required


Experience managing staffing, scheduling, forecasting, and workforce planning


Should have leadership or team management experience


Strong communication and problem-solving skills


Why Join?

Competitive salary: ₱35,000 max


Prime MOA location


Career growth in workforce management


Lead and develop a WFM team