Workforce Management (WFM) Team Lead

Gratitude Inc

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4 weeks ago

Workforce Management (WFM) Team Lead

2-5 Year(s)

Davao

Job Description

Key Skills

Microsoft Excel WFM System WFM Team Leader WFM domain

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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.

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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