WFM Team Lead-NLCH

Gratitude Inc

28 Views

15 hours ago

WFM Team Lead-NLCH

1-4 Year(s)

₱ 39.5 - ₱ 40K p.m

Manila (Pasay City)

Job Description

Key Skills

Leadership WFM Team Leader BPO Experience

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WFM Team Lead – Contact Center Operations

Location: Pasay City (MOA), Philippines

Work Setup: Onsite

Work Schedule: Shifting Schedule

Start Date: ASAP

Lead Workforce Operations in a High-Performing Contact Center

We are looking for an experienced Workforce Management (WFM) Team Lead to oversee workforce planning, scheduling, forecasting, reporting, and operational support within a dynamic contact center environment. This role is ideal for professionals with strong leadership, analytical, and workforce optimization skills who are passionate about driving operational excellence.

Key Responsibilities

Lead and manage Workforce Management (WFM) operations, including forecasting, scheduling, staffing, and capacity planning.
Monitor workforce performance and ensure optimal staffing levels to achieve service level agreements (SLAs).
Analyze operational data and generate reports to support business decisions.
Oversee workforce planning tools and reporting systems to improve operational efficiency.
Manage scheduling, real-time monitoring, and forecasting activities.
Coach, mentor, and develop WFM team members to maximize performance.
Collaborate with Operations, Training, and other stakeholders to support business objectives.
Identify process improvement opportunities and implement workforce optimization strategies.
Ensure compliance with company policies, procedures, and workforce standards.

Qualifications

Bachelor's Degree in a related field.
1–4 years of experience in Workforce Management, Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
Experience in a BPO or contact center environment.
Proficiency with WFM tools such as Verint, NICE, Aspect, or Genesys.
Advanced Microsoft Excel, reporting, and data analysis skills.
Experience in workforce planning, staffing, scheduling, and forecasting.
Proven leadership or team management experience.
Strong analytical, communication, and problem-solving skills.

Why Join Us?

Competitive salary package with night differential
Career growth and leadership opportunities
Dynamic and collaborative work environment
Exposure to enterprise workforce management tools
Stable full-time employment

Role

Business Development Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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