Command Centre Team Lead - Urgent
Gratitude IncCommand Centre Team Lead - Urgent
Job Description
Key Skills
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Category: Digital Customer Experience
Location: Taguig
Work set up: Taguig (Onsite)
Work schedule: Night Shift
Non-Negotiable Requirements
• 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) preferred but not required.
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 mutual fund back-office environment.
Your future duties and responsibilities:
. Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
. Oversee workload distribution and manage team capacity across operational and reporting functions.
. Establish clear priorities, performance standards, and accountability measures.
. Conduct regular team meetings and provide ongoing coaching and performance feedback.
. Ensure strong cross-collaboration between operational oversight and reporting functions.
. Serve as an escalation point for operational, workforce, and reporting-related issues.
Command Centre Responsibilities
Queue Volume Management
. Ensure the right staff members with appropriate skillsets are 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.
. Monitor queue volumes and allocated resources throughout the day.
. Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.
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.
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.
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
Insights, Optimization & Continuous Improvement
The Team Lead is accountable for ensuring:
- Maximum processing performance across back-office operations.
- Consistent attainment of SLA targets and quality standards.
- Accurate, timely, and strategic reporting across departments.
- A highly skilled, cross-trained, and optimized workforce.
- Operational resilience during disruption events.
- Continuous improvement driven by data insights.
Role
Customer Success Specialist
Timings
Night 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.
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