WFM TEAM LEAD
Gratitude IncWFM TEAM LEAD
Job Description
Key Skills
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WFM TEAM LEAD – MOA
Location: MOA
Work Setup: Onsite
Schedule: Shifting
Salary: Up to ₱35,000
WE’RE HIRING!
Are you an experienced WFM professional or Team Lead with strong skills in forecasting, scheduling, reporting, and workforce planning? Take the next step in your career and lead a high-performing workforce management team!
Key Responsibilities
- Oversee daily Workforce Management operations, including staffing, scheduling, forecasting, and planning.
- Monitor and improve workforce processes, policies, and procedures.
- Analyze reports and operational data to identify trends and improvement opportunities.
- Support contact center operations through effective workforce planning.
- Manage and oversee short-term team activities and operational deliverables.
- Lead, mentor, and support team members to achieve performance goals.
- Handle specialized projects and drive process improvements.
- Collaborate with multiple teams and stakeholders to resolve operational concerns.
Qualifications
- Bachelor’s degree in a related field.
- 1–4 years of experience in WFM, Reporting, Scheduling, Forecasting, or Contact Center Operations.
- Must have experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
- BPO/Contact Center experience is required.
- Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys.
- Strong Excel, reporting, data analysis, and workforce planning skills.
- Proven experience in staffing, scheduling, and forecasting.
- Leadership or team management experience.
- Excellent communication, analytical, and problem-solving skills.
IMPORTANT
Former Teleperformance employees are NOT eligible for rehire, whether directly or through a third party.
Ready to level up your WFM career? Apply now!
Role
Customer Service Executive
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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