WFM Team Lead – Travel Account
Gratitude IncWFM Team Lead – Travel Account
Job Description
Key Skills
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WFM Team Lead – Travel Account
Location: Alabang, Philippines
Work Setup: Work Onsite
Shift: To be discussed during HM Interview
Target Start Date: ASAP
Salary: ₱40,000 package
Role Overview
We are looking for an experienced WFM Team Lead to lead workforce management activities for a Travel account. The role will be responsible for forecasting, scheduling, staffing optimization, workforce metrics, team leadership, reporting, and driving operational efficiency.
Key Responsibilities
Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels.
Create and manage schedules aligned with customer demand while optimizing labor costs.
Lead, coach, and develop the WFM team to achieve performance objectives.
Collaborate with Operations and Management teams to forecast staffing requirements based on call-volume projections and business needs.
Track and report key performance indicators (KPIs) to senior management and recommend corrective actions.
Identify and implement process improvements and WFM best practices.
Conduct training on scheduling policies, time management, and adherence expectations.
Resolve scheduling challenges and staffing conflicts promptly and professionally.
Coordinate with HR and Payroll to ensure accurate time and attendance records.
Support the development and maintenance of WFM tools, systems, and reports.
Provide workforce insights to support operational decision-making.
Required Qualifications
Minimum 1–2 years of experience as a WFM Team Lead – mandatory.
Prior experience in Workforce Management (WFM) within a contact center/BPO environment.
Proven leadership experience with the ability to coach and develop team members.
Strong analytical and problem-solving skills.
Proficiency in Excel and workforce management systems/tools.
Strong knowledge of forecasting, staffing models, scheduling, and capacity planning.
Understanding of contact-center operations and metrics such as AHT, ASA, FCR, occupancy, adherence, shrinkage, service level, and quality.
Excellent written and verbal English communication skills.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong collaboration and stakeholder-management skills.
Experience with WFM software platforms is preferred.
Interview Process
2-Level Interview Process
Important Eligibility
Former Teleperformance employees are not eligible for rehire, either directly or through a third party.
Pre-Screening Questions
Candidates will be required to provide:
Total BPO/Contact Center Experience
WFM Team Lead Experience
Total WFM Experience
Last Drawn Salary
Salary Expectation
Notice Period / Availability
Questionnaire
Please complete the questionnaire as part of the application process:
Questionnaire Link: https://myglit.com/lateral/cref/5162ce01ba
Role
Team Leader
Timings
Day Shift (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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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