WFM Team Lead - Travel Account - Alabang - Up to 40K Package

Gratitude Inc

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5 hours ago

WFM Team Lead - Travel Account - Alabang - Up to 40K Package

2-27 Year(s)

₱ 35 - ₱ 40K p.m

Manila - Alabang Muntinlupa City, Laguna Calabarzon

Job Description

Key Skills

Analytical Skills WFM System WFM tools Workforce Executive Contact Centre ms excel WFM. US Staffing WFM lead WFM Software AHT, ASA, FCR

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WFM Team Lead - Travel Account - Alabang - Up to 40K Package

Company: Confidential

Program: Travel Account

Location: Alabang - Onsite (WFO)

Industry: BPO / Travel

Setup: Work Onsite

Shift Schedule: To be discussed during HM Interview

Target Start Date: ASAP

Salary: Up to PHP 40,000 Package

*Note:* Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.

*Key Responsibilities:*

- Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels

- Create and manage schedules that align staffing levels with customer demand while minimizing labor costs

- Lead and supervise the WFM team, providing coaching, guidance, and performance feedback

- Collaborate with operations and management to forecast staffing requirements based on call volume and business needs

- Track and report KPIs to senior management, highlighting variances and recommending corrective actions

- Implement process improvements and best practices to enhance workforce efficiency

- Conduct training sessions for agents on scheduling policies, time management, and adherence

- Respond to scheduling challenges and staffing conflicts in a timely manner

- Liaise with HR and payroll for accurate time and attendance data

- Support development and maintenance of WFM tools and systems

*Qualifications:*

- At least 1-2 years of experience as WFM Team Lead (Non-negotiable)

- With experience in WFM field

- Proven experience in workforce management within a contact center environment

- Strong analytical skills with proficiency in WFM systems and Excel

- In-depth knowledge of call center operations, staffing models, and forecasting

- Excellent communication and interpersonal skills

- Strong problem-solving abilities

- Ability to manage multiple priorities in a fast-paced environment

- Familiarity with contact center metrics such as AHT, ASA, FCR, and quality scores is a plus

- Experience with WFM software platforms is preferred

*Interview Process:* 2 Level Interviews

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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Confidential

Manila, Philippines

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