WFM Team Lead – Contact Center Operations

Location: Pasay City (MOA), Philippines

Work Setup: Onsite

Work Schedule: Shifting Schedule

Start Date: ASAP

Lead Workforce Operations in a High-Performing Contact Center

We are looking for an experienced Workforce Management (WFM) Team Lead to oversee workforce planning, scheduling, forecasting, reporting, and operational support within a dynamic contact center environment. This role is ideal for professionals with strong leadership, analytical, and workforce optimization skills who are passionate about driving operational excellence.

Key Responsibilities

• Lead and manage Workforce Management (WFM) operations, including forecasting, scheduling, staffing, and capacity planning.
• Monitor workforce performance and ensure optimal staffing levels to achieve service level agreements (SLAs).
• Analyze operational data and generate reports to support business decisions.
• Oversee workforce planning tools and reporting systems to improve operational efficiency.
• Manage scheduling, real-time monitoring, and forecasting activities.
• Coach, mentor, and develop WFM team members to maximize performance.
• Collaborate with Operations, Training, and other stakeholders to support business objectives.
• Identify process improvement opportunities and implement workforce optimization strategies.
• Ensure compliance with company policies, procedures, and workforce standards.

Qualifications

• Bachelor's Degree in a related field.
• 1–4 years of experience in Workforce Management, Reporting, Scheduling, Forecasting, or Contact Center Operations.
• Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
• Experience in a BPO or contact center environment.
• Proficiency with WFM tools such as Verint, NICE, Aspect, or Genesys.
• Advanced Microsoft Excel, reporting, and data analysis skills.
• Experience in workforce planning, staffing, scheduling, and forecasting.
• Proven leadership or team management experience.
• Strong analytical, communication, and problem-solving skills.

Why Join Us?

• Competitive salary package with night differential
• Career growth and leadership opportunities
• Dynamic and collaborative work environment
• Exposure to enterprise workforce management tools
• Stable full-time employment