WFM Team Lead-NLCH
Gratitude IncWFM Team Lead-NLCH
Job Description
Key Skills
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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
Role
Business Development Manager
Timings
Rotational Shifts (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.
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