(Urgent) WFM Team Lead- Alabang

Gratitude Inc

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15 hours ago

1-5 Year(s)

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

Leadership Microsoft Excel Scheduling Performance Management Team Management Contact Centre Workforce Management WFM. forecasting.

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WFM Team Lead – Travel Account

Location: Alabang, Philippines
Work Setup: Work Onsite
Shift: Will be discussed during the HM interview
Target Start Date: ASAP

Job Description

We are looking for an experienced WFM Team Lead to lead workforce management activities for a Travel account in a contact center environment. The role will be responsible for workforce planning, scheduling, performance monitoring, reporting, and leading the WFM team to ensure optimal staffing and operational efficiency.

Key Responsibilities

Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels to identify trends and improvement opportunities.
Create and manage schedules aligned with customer demand while minimizing labor costs.
Lead, coach, and supervise 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 KPIs to senior management, highlighting variances and recommending corrective actions.
Implement process improvements and WFM best practices to improve workforce efficiency.
Conduct training on scheduling policies, time management, and adherence expectations.
Resolve scheduling challenges and staffing conflicts in a timely and professional manner.
Coordinate with HR and Payroll to ensure accurate employee time and attendance records.
Support the development and maintenance of workforce management tools and systems.

Requirements

1–2 years of experience specifically as a WFM Team Lead is mandatory.
Previous experience in Workforce Management within a contact center or BPO environment.
Proven leadership experience with the ability to coach and develop team members.
Strong analytical skills with proficiency in WFM systems and Microsoft Excel or similar tools.
Good knowledge of staffing models, forecasting methodologies, and scheduling principles.
Strong understanding of contact center operations and WFM KPIs.
Excellent English communication skills, both written and verbal.
Strong problem-solving and organizational skills.
Ability to manage multiple priorities in a fast-paced environment.
Familiarity with metrics such as AHT, ASA, FCR, adherence, occupancy, service level, and quality scores is advantageous.
Experience with workforce management software platforms is preferred.

Interview Process

2-Level Interviews

Pre-Screening Questions

How many years of total BPO/Contact Center experience do you have?
How many years of experience do you have specifically as a WFM Team Lead?
What is your total WFM experience?
What was your last drawn salary?
What is your salary expectation?

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

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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