WFM Team Lead (NLCH)

Gratitude Inc

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2 days ago

WFM Team Lead (NLCH)

1-4 Year(s)

Manila (Pasay City)

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Job Description

Key Skills

Scheduling Capacity Planning Workforce Management forecasting. team leadership Real-time Management people management skills WFM tools (e.g., NICE, Verint, Aspect) MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT Advanced Microsoft Excel

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Location: MOA (Pasay City)

Work Setup: Onsite
Shift: Rotational / Shifting Schedule
Salary: Up to ₱40,000 per month + 20% Night Differential

Job Summary

We are seeking an experienced Workforce Management (WFM) Team Lead to oversee workforce planning and operational support for a contact center environment. The ideal candidate will have strong expertise in workforce management, scheduling, forecasting, reporting, and team leadership. This role is responsible for ensuring optimal staffing, operational efficiency, and continuous process improvement while leading a team to achieve business objectives.

Key Responsibilities

Lead and manage the Workforce Management (WFM) team to ensure operational excellence.
Oversee workforce planning, scheduling, forecasting, staffing, and real-time management activities.
Monitor contact center performance and optimize staffing to meet service level agreements (SLAs).
Prepare, analyze, and present workforce and operational reports.
Utilize WFM tools to manage schedules, forecasts, and workforce requirements.
Identify operational gaps and recommend process improvements.
Collaborate with Operations, Training, Quality, and other support teams to improve business performance.
Ensure compliance with company policies, workforce planning standards, and client requirements.
Coach, mentor, and develop team members while driving productivity and engagement.
Support implementation of new workforce management processes and operational initiatives.

Required Qualifications

Bachelor's degree in any 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.
Leadership or team management experience is mandatory.
Experience working in a BPO/Contact Center environment.
Hands-on experience with WFM tools such as Verint, NICE, Aspect, Genesys, or similar platforms.
Strong Microsoft Excel, reporting, and data analysis skills.
Experience in staffing, scheduling, forecasting, and workforce planning.
Excellent analytical, communication, and problem-solving skills.
Willing to work onsite in MOA on a shifting schedule.

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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