WFM Team Lead-Moa site

Gratitude Inc

10 Views

18 hours ago

WFM Team Lead-Moa site

1-20 Year(s)

₱ 30 - ₱ 35K p.m

Manila (Pasay City, NAIA Complex Pasay City)

Job Description

Key Skills

Advance Excel WFM tools Team Leader BPO Voice Process WFM Team Leader WFM. WFM Analyst forecasting. planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. Call Center experience

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Job Title: WFM Team Lead

Salary -35k

Location: MOA, Pasay

Work Setup: Onsite

Schedule: Shifting

Job Type: Full Time

Job Description:

We are hiring a WFM Team Lead to oversee and take full responsibility for all operational support aspects of the contact center.

Key Responsibilities:

- Facilitate and monitor all workforce planning issues including staffing, scheduling, forecasting systems, and policy and procedure

- Monitor the implementation and execution of training programs across the contact center

- Oversee all aspects of contact center quality issues and support systems implementation and management

- May be responsible for multiple contact centers

- Execute specialized projects and activities according to set principles

- Generate and initiate own workload with minimal instructions or guidelines

- Supervise work of less experienced professionals and take responsibility for the end-product

- Manage and oversee the implementation of short-term activities within the team

- Make operational decisions within a defined scope

- Significantly improve day-to-day activities and processes

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

- Must be a current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead

- Experience in a BPO/contact center environment

- Knowledge of WFM tools such as Verint, NICE, Aspect, Genesys

- Strong Excel, reporting, and data analysis skills

- Experience managing staffing, scheduling, forecasting, and workforce planning

- Should have leadership or team management experience

- Strong communication and problem-solving skills

Apply now and lead our workforce management operations!

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

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.

Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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