WFM Team Lead

PROGRAM: Travel Account

SITE: Alabang

WORK SETUP: Work Onsite

SHIFT SCHEDULE: Will be discussed during HM interview

TARGET START DATE: ASAP

SALARY RANGE: ₱40,000 (package)

Role Overview

We are seeking a WFM Team Lead to oversee workforce management operations for our Travel account. You will monitor and analyze WFM metrics, create and manage schedules, lead a team of WFM professionals, and collaborate with operations to ensure optimal staffing and service levels.


Key Responsibilities

Monitor and analyze workforce management metrics including occupancy, adherence, shrinkage, and service levels to identify trends and opportunities for improvement


Create and manage schedules that align staffing levels with customer demand whilst minimizing labor costs


Lead and supervise the WFM team, providing coaching, guidance, and performance feedback to ensure team members are meeting their objectives


Collaborate with operations and management teams to forecast staffing requirements based on call volume projections and business needs


Track and report on key performance indicators (KPIs) to senior management, highlighting variances and recommending corrective actions


Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness


Conduct training sessions for agents on scheduling policies, time management, and adherence expectations


Respond to scheduling challenges and staffing conflicts in a timely and professional manner


Liaise with HR and payroll departments to ensure accurate recording of employee time and attendance data


Support the development and maintenance of workforce management tools and systems


Qualifications

At least 1–2 years of minimum experience as WFM Team Lead – non-negotiable


At least with experience in WFM field – required


Proven experience in a workforce management or operations management role within a contact center or call center environment


Demonstrated leadership experience with the ability to motivate and develop team members effectively


Strong analytical skills with proficiency in workforce management systems and Excel or similar data analysis tools


In-depth knowledge of call center operations, including staffing models, forecasting methodologies, and scheduling principles


Excellent communication and interpersonal skills with the ability to work collaboratively across multiple departments


Strong problem-solving abilities with a focus on identifying practical solutions to operational challenges


Ability to manage multiple priorities and meet deadlines in a fast-paced environment


Proficiency in English, both written and verbal


Familiarity with contact center metrics and KPIs such as AHT, ASA, FCR, and quality scores is advantageous


Experience with workforce management software platforms is preferred


Why Join?

Competitive salary: ₱40,000 package


Prime Alabang location


Career growth in workforce management


Dynamic and supportive team environment