Location: MOA

Work Setup: Onsite
Schedule: Shifting
Salary: Up to PHP 35,000

The Opportunity

We’re looking for an experienced WFM Team Lead with strong workforce planning, reporting, scheduling and forecasting expertise to support contact centre operations.

What You’ll Do

• Lead workforce management activities including staffing, scheduling and forecasting.

• Monitor workforce plans and ensure operational requirements are met.

• Analyse WFM data, reports and performance trends to support decision-making.

• Oversee WFM processes, policies and day-to-day operational support.

• Drive process improvements and specialised WFM projects.

• Lead and mentor WFM/reporting professionals.

• Partner with Operations and other stakeholders to address workforce requirements.

• Support contact centre quality, training and operational initiatives.

What We’re Looking For

• Bachelor’s degree in a related field.

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

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

• BPO/contact centre experience.

• Hands-on experience with WFM tools such as Verint, NICE, Aspect or Genesys.

• Strong Excel, reporting and data-analysis skills.

• Experience in staffing, scheduling, forecasting and workforce planning.

• Leadership/team management experience.

• Strong communication and problem-solving skills.

Interested? Send your updated CV highlighting your WFM, forecasting, scheduling, reporting, WFM tools and leadership experience.