WFM Team Lead

Job Title: WFM Team Lead

Program: Travel Account

Site: Alabang

Work Setup: Work Onsite

Shift Schedule: Will be discussed during HM interview

Target Start Date: ASAP

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.

What We're Looking For

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

- At least with experience in the WFM field.

- 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.

Interview Process

2-Level Interviews