WFM Team Lead

Location: MOA, Philippines
Work Setup: On-site
Shift: Shifting
Experience: 1–4 Years
Employment Type: Permanent

Job Summary

We are looking for a WFM Team Lead to oversee workforce management and operational support activities within a contact center environment. The role will be responsible for staffing, scheduling, forecasting, reporting, workforce planning, and supporting operational efficiency.

Key Responsibilities

• Oversee workforce planning activities including staffing, scheduling, forecasting, and capacity planning.

• Monitor workforce management processes and ensure operational requirements are met.

• Manage and review WFM reports, dashboards, and performance data.

• Support contact center operations through effective workforce planning and resource allocation.

• Monitor staffing levels and identify potential workforce gaps.

• Support implementation of WFM policies, procedures, and operational processes.

• Work closely with operations and other support teams to resolve workforce-related concerns.

• Drive improvements in day-to-day WFM processes and operational efficiency.

• Lead and mentor WFM/Reporting team members.

• Handle specialized WFM projects and initiatives.

• Ensure timely and accurate reporting and analysis.

• Provide insights and recommendations based on workforce and operational data.

Required Qualifications

• Bachelor's degree in a related field.

• 1–4 years of experience in WFM, Reporting, Scheduling, Forecasting, or Contact Center Operations.

• Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead is mandatory.

• Experience in a BPO/contact center environment.

• Experience with WFM tools such as Verint, NICE, Aspect, Genesys, or similar platforms.

• Strong Excel, reporting, and data analysis skills.

• Hands-on experience with staffing, scheduling, forecasting, and workforce planning.

• Leadership or team management experience.

• Strong communication, analytical, and problem-solving skills.

• Willingness to work on-site in MOA and on shifting schedules.

Pre-Screening Questions

1. What is your highest educational qualification?

2. How many years of WFM experience do you have?

3. What is your current/most recent role?

4. How many years of BPO/Contact Center experience do you have?

5. Which WFM tools have you used? (Verint, NICE, Aspect, Genesys, etc.)

6. How many years of leadership/team management experience do you have?

7. What is your last drawn salary?

8. What is your expected salary?

9. Are you amenable to working on-site in MOA on a shifting schedule?

10. Have you previously worked for Teleperformance?

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