WFM Team Lead | Workforce Management | Contact Center Operations

Gratitude Inc

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WFM Team Lead | Workforce Management | Contact Center Operations

1-4 Year(s)

Manila (Pasay City)

Job Description

Key Skills

Leadership WFM Team Leader BPO Experience

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WFM Team Lead | Workforce Management | Contact Center Operations | Onsite | Pasay (MOA)

Location: Mall of Asia (MOA), Pasay City, Metro Manila (Onsite)

Employment Type: Full-Time

Work Setup: Onsite

Work Schedule: Rotating/Shifting Schedule

Start Date: ASAP

Employment Type: Full-Time

Lead Workforce Management Operations in a High-Performing Contact Center

We are seeking 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 experience leading Workforce Management teams and driving operational efficiency through effective staffing strategies, workforce analytics, and continuous process improvement.

Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third-party recruitment agency.

Key Responsibilities

Workforce Management Leadership

Lead the day-to-day operations of the Workforce Management team.
Oversee workforce planning, scheduling, forecasting, staffing, and reporting activities.
Ensure workforce strategies align with operational goals and service level agreements (SLAs).
Supervise team performance, provide coaching, and support employee development.

Workforce Planning & Operations

Monitor staffing requirements and optimize workforce allocation based on business demand.
Manage scheduling activities to ensure appropriate staffing coverage.
Oversee forecasting and workforce planning processes to improve operational efficiency.
Support multiple contact center operations when required.
Ensure compliance with workforce policies, procedures, and operational standards.

Reporting & Performance Analysis

Analyze workforce data, trends, and operational metrics.
Prepare workforce reports and performance dashboards for leadership.
Identify staffing trends and recommend operational improvements.
Use workforce analytics to support business decisions and improve productivity.

Process Improvement & Stakeholder Management

Drive continuous improvement initiatives across Workforce Management processes.
Support the implementation of workforce systems and operational enhancements.
Partner closely with Operations, Training, Quality, and other stakeholders.
Ensure efficient execution of workforce initiatives across the contact center.

Required Qualifications

Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or a related field.
1–4 years of experience in:
- Workforce Management (WFM)
- Workforce Planning
- Scheduling
- Forecasting
- Reporting
- Contact Center Operations
Current or previous experience as one of the following:
- WFM Analyst
- Reports Analyst
- Reports Supervisor
- Workforce Team Lead
- Workforce Management Team Lead
Experience in a BPO or Contact Center environment.
Leadership or people management experience is required.
Strong communication, analytical, and problem-solving skills.
Willing to work onsite in Pasay City (MOA) on a shifting schedule.

Core Technical Skills

Strong experience in:

Workforce Management (WFM)
Workforce Planning
Forecasting
Scheduling
Staffing
Workforce Reporting
Capacity Planning
Real-Time Adherence (RTA)
Contact Center Operations
Workforce Analytics

Hands-on experience with one or more Workforce Management tools:

Verint WFM
NICE IEX
Genesys WFM
Aspect WFM
Calabrio
Alvaria

Additional Skills:

Advanced Microsoft Excel
Reporting & Dashboard Creation
Data Analysis
Performance Metrics
Stakeholder Management

Preferred Qualifications

Candidates with experience in the following areas are highly preferred:

Team Leadership
Operations Management
Workforce Optimization
Service Level Management
Resource Planning
Process Improvement
Performance Coaching
Contact Center Operations Management

Why Join Us?

Competitive salary with 20% Night Differential.
Lead a high-performing Workforce Management team.
Work in a fast-paced and collaborative contact center environment.
Career growth and leadership development opportunities.
Exposure to enterprise Workforce Management systems and reporting tools.

Recruitment Process

Resume Screening
Initial Interview
Hiring Manager Interview
Job Offer

Pre-Screening Questions

Please include the following information in your application:

What is your highest educational attainment?
How many years of Workforce Management (WFM) experience do you have?
What is your current or most recent role? (e.g., WFM Analyst, Reports Analyst, Reports Supervisor, Team Lead)
How many years of experience do you have in a BPO or Contact Center environment?
Which WFM tools have you used? (e.g., Verint, NICE IEX, Genesys, Aspect, Calabrio, Alvaria)
Describe your experience with forecasting, scheduling, workforce planning, reporting, and staffing.
How many years of leadership or team management experience do you have?
Are you willing to work onsite in Pasay City (MOA) on a shifting schedule?
What is your current or last drawn salary?
What are your salary expectations?
When are you available to start?

ATS & Google Jobs Keywords

WFM Team Lead • Workforce Management Team Lead • Workforce Management • Workforce Planning • WFM Analyst • Workforce Supervisor • Reports Analyst • Reports Supervisor • Scheduling Analyst • Forecasting Analyst • Capacity Planning • Workforce Reporting • Workforce Analytics • Real-Time Adherence • RTA • Staffing • Contact Center Operations • BPO Workforce Management • Team Leadership • Operations Management • Workforce Optimization • Verint WFM • NICE IEX • Genesys WFM • Aspect WFM • Calabrio • Alvaria • Microsoft Excel • Data Analysis • Reporting • Pasay Jobs • MOA Jobs • Onsite Jobs • Contact Center Jobs • BPO Jobs • Immediate Hiring • Full-Time Jobs

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.

Comfort Etim

Recruiter - Gratitude Inc

NA, nigeria

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