WFM Team Lead

Gratitude Inc

13 Views

13 hours ago

WFM Team Lead

2-3 Year(s)

₱ 34 - ₱ 35K p.m

Davao (Santo Tomas)

Job Description

Key Skills

Scheduling WFM tools BPO industry WFM Team Leader RTA tool

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We're Hiring: WFM Team Lead

Location: Davao City

Work Setup: Onsite

Schedule: Shifting Schedule

Lead Workforce Excellence!

We're looking for a results-driven Workforce Management (WFM) Team Lead to oversee workforce planning, scheduling, forecasting, and real-time operations. If you have a strong WFM background, leadership experience, and a passion for driving operational efficiency, we'd love to hear from you.

Key Responsibilities

Lead and manage the Workforce Management team to achieve operational goals.
Oversee Real-Time Adherence (RTA), scheduling, forecasting, and workforce planning activities.
Coach, mentor, and develop team members to maximize performance.
Partner closely with Operations to develop workforce strategies and improve productivity.
Analyze workforce trends and prepare reports to support business decisions.
Identify process improvement opportunities and implement best practices.
Ensure workforce processes are efficient, accurate, and aligned with business requirements.

Qualifications

At least 2–3 years of Workforce Management (WFM) experience in a BPO/Contact Center environment.
Minimum 1 year of leadership experience as a Team Lead or equivalent.
Hands-on experience in end-to-end WFM functions, including forecasting, scheduling, and Real-Time Adherence.
Strong leadership, stakeholder management, and communication skills.
Advanced proficiency in Microsoft Excel and workforce reporting.
Strong analytical and problem-solving abilities.
Willing to work onsite in Davao on a shifting schedule.

Why Join Us?

Competitive salary package
Career growth opportunities
Collaborative and dynamic work environment
Opportunity to lead a high-performing Workforce Management team

Take the next step in your leadership career—apply today!

Role

Deputy Manager-Operations

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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