WFM Team Lead - NLCH

Gratitude Inc

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2 days ago

WFM Team Lead - NLCH

1-4 Year(s)

30 - 40 Thousand p.m

Manila (Pasay City)

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Job Description

Key Skills

Data Analysis Reporting Analytical Skills Advance Excel Workforce Management Problem-Solving Skills Excellent communication skills - written and verbal

15 candidate(s) have already applied for this Job. Apply now

Job Title: WFM Team Lead - NLCH

Location: MOA (Mall of Asia)
Work Setup: Onsite
Work Schedule: Shifting Schedule
Salary: Up to PHP 40,000 + 20% Night Differential

Important Eligibility Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Summary

We are seeking an experienced WFM Team Lead to oversee workforce management operations within a contact center environment. The ideal candidate will be responsible for workforce planning, scheduling, forecasting, reporting, and operational support while ensuring optimal staffing levels and service delivery. This role requires strong analytical, leadership, and stakeholder management skills.

Key Responsibilities

Oversee all workforce management functions, including staffing, scheduling, forecasting, and capacity planning.
Monitor and facilitate workforce planning processes and operational support activities.
Ensure adherence to workforce management policies, procedures, and best practices.
Analyze operational performance and recommend improvements to enhance productivity and efficiency.
Manage reporting requirements and provide actionable insights to stakeholders.
Support quality initiatives and workforce-related process improvements.
Lead, coach, and develop team members to achieve operational objectives.
Collaborate with operations and support teams to ensure service level targets are met.
Handle specialized projects and drive continuous improvement initiatives.

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.
Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
Experience working in a BPO/Contact Center environment.
Strong knowledge of workforce management tools such as Verint, NICE, Aspect, Genesys, or similar platforms.
Advanced Excel, reporting, and data analysis skills.
Experience in staffing, scheduling, forecasting, and workforce planning.
Leadership or people management experience is an advantage.
Excellent communication, analytical, and problem-solving skills.

Mandatory Pre-Screening Questionnaire

To be considered for this opportunity, please complete the questionnaire below:

Questionnaire Link: https://myglit.com/lateral/cref/4aed25bed7

Pre-Screening Questions

What is your highest educational attainment?
How many years of Workforce Management (WFM) experience do you have?
What is your current or most recent role? (Reports Analyst, Reports Supervisor, WFM Analyst, Team Lead, etc.)
How many years of BPO/Contact Center experience do you have?
Which WFM tools have you used? (Verint, NICE, Aspect, Genesys, etc.)
What was your last drawn salary?
What is your expected salary?

Important Note

Filling out the questionnaire is mandatory for further processing of your application. Applications submitted without a completed questionnaire will not be considered.

Role

WFM

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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