Command Center Team Lead
Gratitude IncCommand Center Team Lead
Job Description
Key Skills
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Job Title: Command Centre Team Lead
Category: Digital Customer Experience
Location: Taguig
Work set up: Taguig (Onsite)
Salary: Php 60,000
Work schedule: Night Shift
Required Experience: 5+ years
Headcount: 1
PARALLEL JOB TITLES:
Workforce Management Team Lead
Command Centre Team Lead
Workforce Planning & Reporting Lead
Non-Negotiable:
• 5 years of experience in operations, workforce management, or reporting team lead role.
• Experience within financial services; mutual fund or transfer agency experience preferred.
• . Strong understanding of SLA-driven queue environments.
• Advanced experience with reporting tools (Tableau, Power BI, Excel).
• Demonstrated leadership experience managing analysts or operational teams.
• Strong analytical, forecasting, and data interpretation skills.
• Experience managing business continuity and incident response processes.
• Excellent communication and stakeholder management skills.
• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not re
• Not job hopper
Position Description:
The Command Centre, Workforce Management (WFM), & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations, workforce planning, and data reporting functions.
This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts, ensuring optimal queue management, resource allocation, SLA attainment, and data-driven decision-making. The position serves as the central coordination point between Operations, Client Services, IT, and Leadership, ensuring operational stability, transparency, and continuous improvement across the /CI mutual fund back-office environment.
Your future duties and responsibilities:
1. Team Leadership & Governance
. Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
. assigned to the right queues at the right time to optimize processing performance.
. Consistently meet SLAs and maintain quality delivery.
Real-Time Monitoring & Volume Planning
Trends Analysis
. Review and analyze daily, weekly, monthly, and annual historical work volumes and FTEs.
. Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.
2 Command Center responsibility
Absenteeism, Lateness & Vacation Planning
. Plan weeks ahead for upcoming vacations to ensure adequate coverage.
. Account for potential absenteeism and lateness when planning staffing.
. Approve vacations based on departmental rules and skillset coverage.
Daily Huddles & Collaboration with Leaders
. Conduct daily and intra-day huddles with department leaders to discuss queue volumes, resource allocation, skillset training, and work shift alignment.
. Adjust work shifts to maintain adequate staffing, minimize overtime, and support work-life balance.
. Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.
3. Reporting & Data Analytics Leadership
Strategic Reporting & Dashboard Ownership
. Lead and represent Back Office and Client Services in data-focused strategic initiatives.
. Own and maintain dashboard architecture across departments.
. Expand dashboards to encompass all relevant KPIs and operational metrics.
. Ensure alignment of reporting outputs with departmental strategic goals.
Reporting Analyst Oversight
. Manage simultaneous reporting priorities (new and ongoing requests).
.
Data Translation & Stakeholder Support
. Translate stakeholder requirements into actionable reporting solutions.
.
Insights, Optimization & Continuous Improvement
. Analyze patterns, trends, and operational sentiment to identify areas for Services.
Command Centre Goals
The Team Lead is accountable for ensuring:
1. Maximum processing performance across back-office operations.
2. Consistent attainment of SLA targets and quality standards.
3. Accurate, timely, and strategic reporting across departments.
4. A highly skilled, cross-trained, and optimized workforce.
5. Operational resilience during disruption events.
6. Continuous improvement driven by data insights.
Skills:
Capacity Management
English
Incident Management
Leadership
Operations Management
Strategic Thinking
Workforce Management
Data Analysis
Role
Any Other
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Any Other
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.
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