Job Title: WFM Team Lead  

Salary -35k

Location: MOA, Pasay  

Work Setup: Onsite  

Schedule: Shifting  

Job Type: Full Time

Job Description:

We are hiring a WFM Team Lead to oversee and take full responsibility for all operational support aspects of the contact center.

Key Responsibilities:

- Facilitate and monitor all workforce planning issues including staffing, scheduling, forecasting systems, and policy and procedure

- Monitor the implementation and execution of training programs across the contact center

- Oversee all aspects of contact center quality issues and support systems implementation and management

- May be responsible for multiple contact centers

- Execute specialized projects and activities according to set principles

- Generate and initiate own workload with minimal instructions or guidelines

- Supervise work of less experienced professionals and take responsibility for the end-product

- Manage and oversee the implementation of short-term activities within the team

- Make operational decisions within a defined scope

- Significantly improve day-to-day activities and processes

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

- Must be a current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead

- Experience in a BPO/contact center environment

- Knowledge of WFM tools such as Verint, NICE, Aspect, Genesys

- Strong Excel, reporting, and data analysis skills

- Experience managing staffing, scheduling, forecasting, and workforce planning

- Should have leadership or team management experience

- Strong communication and problem-solving skills

Apply now and lead our workforce management operations!