Job Title: WFM TEAM LEAD

Work Location: MOA
Work Setup: Onsite
Work Schedule: Shifting
Salary: Confidential  

We are looking for an experienced WFM professional to join our team as a Workforce Management Team Lead. The ideal candidate will have strong experience in workforce planning, reporting, scheduling, forecasting, and contact center operations, along with proven leadership capabilities.

KEY RESPONSIBILITIES

• Oversee workforce management and operational support activities within the contact center.

• Manage staffing, scheduling, forecasting, and workforce planning requirements.

• Monitor workforce planning processes and ensure effective resource allocation.

• Support the implementation and execution of training programs when required.

• Oversee contact center quality and operational support initiatives.

• Manage short-term workforce activities and operational priorities within the team.

• Analyze workforce data and identify opportunities to improve day-to-day processes and operational efficiency.

• Lead and support team members while ensuring professional and operational excellence.

• Take ownership of assigned projects and initiatives and ensure timely delivery.

• Make operational decisions within defined guidelines and responsibilities.

• Provide guidance and expertise to less experienced professionals and team members.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in a related field.

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

• Current or former experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.

• Experience working in a BPO or contact center environment.

• Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys.

• Strong Excel, reporting, and data analysis skills.

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

• Proven leadership or team management experience.

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