WFM Team Lead – Travel Account

Gratitude Inc

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14 hours ago

WFM Team Lead – Travel Account

1-2 Year(s)

₱ 30 - ₱ 40K p.m

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

Analytical Collaboration Leadership Microsoft Excel Stakeholder Management Workforce Management coaching skills Strong English Communication Skills Problem-Solving Skills Excellent communication skills - written and verbal AHT, ASA, FCR

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WFM Team Lead – Travel Account

Location: Alabang, Philippines
Work Setup: Work Onsite
Shift: To be discussed during HM Interview
Target Start Date: ASAP
Salary: ₱40,000 package

Role Overview

We are looking for an experienced WFM Team Lead to lead workforce management activities for a Travel account. The role will be responsible for forecasting, scheduling, staffing optimization, workforce metrics, team leadership, reporting, and driving operational efficiency.

Key Responsibilities

Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels.
Create and manage schedules aligned with customer demand while optimizing labor costs.
Lead, coach, and develop the WFM team to achieve performance objectives.
Collaborate with Operations and Management teams to forecast staffing requirements based on call-volume projections and business needs.
Track and report key performance indicators (KPIs) to senior management and recommend corrective actions.
Identify and implement process improvements and WFM best practices.
Conduct training on scheduling policies, time management, and adherence expectations.
Resolve scheduling challenges and staffing conflicts promptly and professionally.
Coordinate with HR and Payroll to ensure accurate time and attendance records.
Support the development and maintenance of WFM tools, systems, and reports.
Provide workforce insights to support operational decision-making.

Required Qualifications

Minimum 1–2 years of experience as a WFM Team Lead – mandatory.
Prior experience in Workforce Management (WFM) within a contact center/BPO environment.
Proven leadership experience with the ability to coach and develop team members.
Strong analytical and problem-solving skills.
Proficiency in Excel and workforce management systems/tools.
Strong knowledge of forecasting, staffing models, scheduling, and capacity planning.
Understanding of contact-center operations and metrics such as AHT, ASA, FCR, occupancy, adherence, shrinkage, service level, and quality.
Excellent written and verbal English communication skills.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong collaboration and stakeholder-management skills.
Experience with WFM software platforms is preferred.

Interview Process

2-Level Interview Process

Important Eligibility

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

Pre-Screening Questions

Candidates will be required to provide:

Total BPO/Contact Center Experience
WFM Team Lead Experience
Total WFM Experience
Last Drawn Salary
Salary Expectation
Notice Period / Availability

Questionnaire

Please complete the questionnaire as part of the application process:

Questionnaire Link: https://myglit.com/lateral/cref/5162ce01ba

Role

Team Leader

Timings

Day Shift (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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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