WFM TEAM LEAD

Gratitude Inc

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11 hours ago

WFM TEAM LEAD

1-15 Year(s)

₱ 30 - ₱ 35K p.m

Manila (Pasay City)

Job Description

Key Skills

Team Leader BPO Skills WFM.

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WFM TEAM LEAD – MOA

Location: MOA

Work Setup: Onsite

Schedule: Shifting

Salary: Up to ₱35,000

WE’RE HIRING!

Are you an experienced WFM professional or Team Lead with strong skills in forecasting, scheduling, reporting, and workforce planning? Take the next step in your career and lead a high-performing workforce management team!

Key Responsibilities

Oversee daily Workforce Management operations, including staffing, scheduling, forecasting, and planning.
Monitor and improve workforce processes, policies, and procedures.
Analyze reports and operational data to identify trends and improvement opportunities.
Support contact center operations through effective workforce planning.
Manage and oversee short-term team activities and operational deliverables.
Lead, mentor, and support team members to achieve performance goals.
Handle specialized projects and drive process improvements.
Collaborate with multiple teams and stakeholders to resolve operational concerns.

Qualifications

Bachelor’s degree in a related field.
1–4 years of experience in WFM, Reporting, Scheduling, Forecasting, or Contact Center Operations.
Must have experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
BPO/Contact Center experience is required.
Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys.
Strong Excel, reporting, data analysis, and workforce planning skills.
Proven experience in staffing, scheduling, and forecasting.
Leadership or team management experience.
Excellent communication, analytical, and problem-solving skills.

IMPORTANT

Former Teleperformance employees are NOT eligible for rehire, whether directly or through a third party.

Ready to level up your WFM career? Apply now!

Role

Customer Service Executive

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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