We are seeking a WFM Team Lead with strong experience in Workforce Management (WFM) to lead forecasting, scheduling, and real-time management functions in a BPO environment. The ideal candidate has proven leadership experience, expertise in end-to-end WFM operations, and strong analytical skills to drive workforce efficiency and operational performance.

Responsibilities

• Lead and oversee Real-Time Adherence (RTA), scheduling, and forecasting functions.

• Drive team performance through coaching, mentoring, and performance management.

• Partner with Operations to develop and execute workforce strategies.

• Analyze workforce trends and recommend process improvements to optimize efficiency.

• Ensure workforce plans align with operational goals and service level targets.

• Prepare reports and provide workforce insights to stakeholders using advanced Excel and reporting tools.

• Support continuous improvement initiatives across Workforce Management processes.

Work Schedule

• Shift: Shifting Schedule

• Work Set-up: Full Onsite – Davao

• Start Date: ASAP

Eligibility Requirements:

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

• Minimum of 1 year of leadership experience in Workforce Management.

• Strong leadership, stakeholder management, and communication skills.

• Advanced proficiency in Microsoft Excel and reporting tools.

• Experience in end-to-end WFM functions, including forecasting, scheduling, and Real-Time Adherence (RTA).

If you have experience in Workforce Management (WFM), Forecasting, Scheduling, Real-Time Adherence (RTA), Capacity Planning, and BPO Team Leadership, we'd love to hear from you.

Apply today by submitting your updated CV. Shortlisted candidates will be contacted for the next steps in the recruitment process.