Job title : WFM Team Lead – Travel Account

Work Location: Alabang, Philippines
Work Setup: Onsite
Experience : 1-5yrs

Job Description : 

We are looking for an experienced WFM Team Lead to oversee workforce management activities in a contact center environment. The ideal candidate will have hands-on workforce management experience, strong analytical skills, and proven team leadership abilities to optimize staffing, scheduling, and operational performance.

Key Responsibilities : 

1. Monitor workforce management metrics, including occupancy, schedule adherence, shrinkage, and service levels, to identify trends and improvement opportunities.

2. Develop and manage staff schedules aligned with customer demand while maintaining workforce efficiency and controlling labor costs.

3. Lead, coach, and supervise the WFM team, providing guidance and performance feedback to achieve team objectives.

4. Collaborate with Operations and Management teams to forecast staffing requirements based on call volumes and business needs.

5. Track and report key performance indicators (KPIs), recommend corrective actions, and implement process improvements to enhance workforce efficiency.

Required Skills : 

1. Minimum 1–2 years of experience specifically as a WFM Team Lead.

2. Workforce management experience in a BPO, contact center, or call center environment.

3. Strong knowledge of forecasting, scheduling, staffing models, and workforce management metrics.

4. Proficiency in Excel and workforce management systems or related analytical tools.

5. Strong leadership, communication, problem-solving, and team coordination skills.

Qualifications : 

• Proven experience in workforce management or contact center operations.

• Demonstrated ability to lead, coach, and develop team members.

• Good understanding of contact center KPIs, such as AHT, ASA, FCR, adherence, and quality scores.

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Good written and verbal English communication skills.