Workforce Management (WFM) Team Lead

Location: Davao City
Work Setup: Onsite
Work Schedule: Shifting Schedule
Start Date: ASAP

About the Role

We are looking for an experienced Workforce Management (WFM) Team Lead to lead our WFM team in delivering accurate forecasting, scheduling, and real-time workforce management. The ideal candidate will have strong leadership skills, hands-on experience across end-to-end WFM functions, and the ability to collaborate with Operations to achieve business goals.

Key Responsibilities

• Lead the Workforce Management team, ensuring efficient execution of forecasting, scheduling, and Real-Time Adherence (RTA) functions.

• Drive team performance through coaching, mentoring, and regular performance reviews.

• Partner with Operations to develop and execute workforce strategies that support business objectives.

• Analyze workforce trends and recommend process improvements to enhance operational efficiency.

• Ensure accurate reporting, staffing optimization, and resource planning.

Qualifications

• At least 2–3 years of Workforce Management (WFM) experience in a BPO environment.

• Minimum 1 year of experience in a WFM leadership role (Team Lead or equivalent).

• Hands-on experience with end-to-end WFM functions, including forecasting, scheduling, and Real-Time Adherence (RTA).

• Strong leadership, stakeholder management, and communication skills.

• Advanced proficiency in Microsoft Excel and reporting.

• Willing to work onsite in Davao City on a shifting schedule.

Interested candidates are encouraged to submit their updated CV. Only shortlisted applicants who meet the qualifications will be contacted for the next stage of the recruitment process.