WFM Team Lead – Workforce Management

Location: Mall of Asia (MOA), Pasay City, Metro Manila

Work Setup: 100% Onsite

Schedule: Shifting Schedule

Employment Type: Full-Time

Lead Workforce Excellence in a High-Performance Contact Center

Are you a Workforce Management professional ready to take the next step in your career?

We are looking for a highly analytical and results-driven WFM Team Lead to oversee workforce planning, staffing, scheduling, forecasting, reporting, and operational support within a dynamic contact center environment.

This role is ideal for a WFM professional who combines strong analytical skills with people leadership and can turn workforce data into actionable decisions that improve efficiency, productivity, and customer experience.

What You'll Do

- Lead and oversee day-to-day Workforce Management (WFM) activities across the contact center.

- Manage staffing, scheduling, forecasting, capacity planning, and workforce optimization.

- Monitor workforce requirements and proactively identify staffing gaps and operational risks.

- Analyze workforce and performance data to support informed business decisions.

- Prepare and deliver accurate reports, dashboards, and workforce insights.

- Ensure effective implementation of WFM policies, processes, and procedures.

- Support the implementation and monitoring of training programs when required.

- Oversee contact center quality and operational support initiatives.

- Lead short-term workforce activities and operational projects within the assigned scope.

- Identify opportunities to improve daily processes, productivity, and operational efficiency.

- Provide guidance, coaching, and professional expertise to team members.

- Collaborate with Operations and other stakeholders to resolve workforce-related challenges.

- Take ownership of assigned projects and ensure high-quality deliverables.

What We're Looking For

Required Qualifications:

- Bachelor's degree in a related field.

- 1–4 years of relevant 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.

- Previous experience in a BPO or Contact Center environment.

- Hands-on knowledge of WFM platforms such as Verint, NICE, Aspect, Genesys, or similar tools.

- Strong Microsoft Excel, reporting, data analysis, and problem-solving skills.

- Practical experience with staffing, scheduling, forecasting, and workforce planning.

- Demonstrated leadership or team management experience.

- Excellent communication and stakeholder management skills.

- Ability to work independently, manage priorities, and make sound operational decisions.

Why This Opportunity?

This is an excellent opportunity for a WFM Analyst, Reports Analyst, Reports Supervisor, or Team Lead looking to move into a stronger workforce leadership position.

You'll have the opportunity to influence staffing efficiency, workforce planning, operational performance, and process improvement while working alongside a professional contact center team.

Ready for Your Next Career Move?

If you have strong WFM expertise, analytical capabilities, contact center experience, and leadership skills, this could be your next opportunity.

Apply now and take the next step in your Workforce Management career!