WFM Team Lead

Gratitude Inc

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22 hours ago

WFM Team Lead

1-4 Year(s)

₱ 30 - ₱ 35K p.m

Manila (Pasay City)

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Job Description

Key Skills

Analytical Data Analysis Leadership Microsoft Excel Reporting Genesys Team Management Strong Decision-Making skills Strong Communication Skills (Verbal and Written)) Problem-Solving Skills planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. WFM tools (e.g., NICE, Verint, Aspect)

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WFM Team Lead

Work Location: MOA (Mall of Asia)
Work Setup: Onsite
Schedule: Shifting
Salary: Up to ₱35,000

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

Role Summary

The WFM Team Lead will oversee workforce management and operational support activities within the contact center. The role is responsible for staffing, scheduling, forecasting, reporting, workforce planning, and supporting operational efficiency.

The position requires strong analytical and leadership skills, along with the ability to independently manage WFM activities, improve processes, and support day-to-day contact center operations.

Key Responsibilities

Oversee workforce planning activities, including staffing, scheduling, forecasting, and capacity planning.
Monitor and manage WFM systems, processes, policies, and procedures.
Analyze workforce requirements and recommend appropriate staffing solutions.
Monitor operational performance and identify opportunities for improvement.
Prepare and analyze WFM reports, dashboards, and performance metrics.
Support implementation and execution of operational and training initiatives.
Oversee contact center quality and operational support activities.
Manage short-term workforce activities and operational requirements within the team.
Collaborate with Operations, Training, Quality, and other stakeholders to address workforce-related concerns.
Identify process gaps and implement improvements to day-to-day WFM activities.
Handle specialized projects and workforce-related initiatives independently.
Provide guidance, coaching, and professional expertise to team members.
Take ownership of assigned deliverables and ensure timely and accurate completion.
Support leadership in workforce planning decisions and operational requirements.
Drive professional excellence and continuous improvement within the team.

Required Qualifications

Bachelor’s degree in a related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead is required.
Experience in a BPO/Contact Center environment.
Strong knowledge of WFM processes, including staffing, scheduling, forecasting, and workforce planning.
Hands-on experience with WFM tools such as Verint, NICE, Aspect, Genesys, or similar platforms.
Strong Microsoft Excel, reporting, and data analysis skills.
Previous leadership or team management experience.
Strong communication, analytical, decision-making, and problem-solving skills.
Ability to work independently and manage operational priorities within a defined scope.
Willingness to work onsite and in shifting schedules.

Preferred Skills

Workforce forecasting and capacity planning
Real-time management
Staffing and scheduling optimization
Contact center reporting and analytics
Advanced Excel
KPI and performance analysis
Process improvement
Stakeholder management
Team leadership

Pre-Screening Questionnaire

Please complete the questionnaire before proceeding with your application:

Questionnaire Link: https://myglit.com/lateral/cref/c2043ee7fd

Important Note

Maximum salary: ₱35,000.
Work setup is 100% onsite in MOA.
Candidates must be willing to work shifting schedules.
Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Role

WFM

Timings

Rotational Shifts (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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