WFM TEAM LEAD | TRAVEL ACCOUNT

Gratitude Inc

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10 hours ago

1-5 Year(s)

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

Call Center Data Analysis Microsoft Excel MIS Reports Real time systems Reporting Scheduling WFM System Capacity Planning Workforce Management Operations Management Resource Planning Process Improvement WFM Team Leader Strong Microsoft Excel

18 candidate(s) have already applied for this Job. Apply now

Location: Alabang, Philippines

Work Setup: Onsite
Schedule: To be discussed during Hiring Manager interview
Start Date: ASAP

ABOUT THE ROLE

We are hiring a WFM Team Lead to join our Travel Account and lead workforce management activities in a fast-paced contact center environment.

This role is ideal for an experienced Workforce Management professional with strong expertise in forecasting, scheduling, staffing, real-time monitoring, WFM analytics, and team leadership.

KEY RESPONSIBILITIES

• Lead and supervise the WFM team, providing coaching, guidance, and performance feedback.
• Monitor key WFM metrics including occupancy, adherence, shrinkage, and service levels.
• Create and manage workforce schedules based on customer demand and staffing requirements.
• Forecast staffing needs using call volume projections, business requirements, and operational trends.
• Monitor staffing levels and identify potential gaps or scheduling challenges.
• Analyze WFM data and recommend practical corrective actions to improve workforce efficiency.
• Track and report WFM KPIs and performance trends to operations and senior management.
• Partner with Operations and Management teams to align staffing with business requirements.
• Handle scheduling conflicts and real-time workforce challenges efficiently.
• Drive process improvements and WFM best practices.
• Support training and coaching on scheduling, adherence, time management, and workforce policies.
• Coordinate with HR and Payroll to ensure accurate employee time and attendance records.
• Support the development, maintenance, and effective use of WFM tools and systems.

REQUIREMENTS

• Minimum 1–2 years of experience as a WFM Team Lead – non-negotiable.
• Proven experience in Workforce Management within a BPO, contact center, or call center environment.
• Strong knowledge of forecasting, scheduling, staffing, and real-time workforce management.
• Experience leading, coaching, and developing WFM team members.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Excel or similar data analysis tools.
• Knowledge of contact center operations and workforce metrics.
• Familiarity with AHT, ASA, FCR, occupancy, adherence, shrinkage, service level, and quality metrics.
• Experience with WFM software or workforce management platforms is preferred.
• Strong written and verbal English communication skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

WHY JOIN?

• Competitive package of up to PHP 40,000
• Stable Travel Account
• Leadership opportunity within Workforce Management
• ASAP hiring
• Onsite role in Alabang

INTERVIEW PROCESS

2-Level Interview

PRE-SCREENING QUESTIONS

• Total BPO/Contact Center Experience:
• Total WFM Experience:
• WFM Team Lead Experience:
• Last Drawn Salary:
• Salary Expectation:

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.

Bibi Hukkeri

Recruiter - Gratitude Inc

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