WFM Team Lead | Workforce Management

Gratitude Inc

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4 hours ago

WFM Team Lead | Workforce Management

1-3 Year(s)

Davao

Job Description

Key Skills

Scheduling WFM tools BPO industry WFM Team Leader RTA tool

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WFM Team Lead | Workforce Management | BPO | Onsite | Davao City

Location: Davao City, Philippines (Onsite)

Employment Type: Full-Time

Work Setup: Onsite

Work Schedule: Rotating/Shifting Schedule

Salary: Up to PHP 35,000

Open Position: 1

Lead a High-Performing Workforce Management Team

We are looking for an experienced Workforce Management (WFM) Team Lead to lead our Workforce Management team in delivering accurate forecasting, scheduling, and real-time workforce management that supports operational excellence.

This role is ideal for professionals with a strong background in BPO Workforce Management, leadership, and workforce planning who are passionate about driving team performance, improving operational efficiency, and partnering with business leaders to achieve service goals.

Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third-party recruitment agency.

Key Responsibilities

Workforce Management Leadership

Lead and oversee Workforce Management functions, including forecasting, scheduling, and Real-Time Adherence (RTA).
Manage daily workforce operations to ensure service level agreements (SLAs) and business objectives are achieved.
Provide leadership, coaching, mentoring, and performance management to the WFM team.
Conduct regular performance reviews and support employee development.

Workforce Planning & Operations

Develop workforce strategies that align staffing requirements with forecasted business demand.
Partner closely with Operations leaders to optimize staffing plans and resource allocation.
Monitor workforce performance and recommend schedule adjustments to improve efficiency.
Ensure workforce plans support operational goals while maintaining productivity and customer satisfaction.

Reporting & Process Improvement

Analyze workforce data, trends, and operational metrics to identify improvement opportunities.
Prepare and present workforce reports and performance dashboards.
Drive continuous process improvements across forecasting, scheduling, and RTA functions.
Utilize workforce management tools and advanced Excel reporting to support business decisions.

Required Qualifications

Bachelor's degree or equivalent work experience preferred.
At least 2–3 years of Workforce Management (WFM) experience in a BPO or Contact Center environment.
Minimum 1 year of leadership experience leading a Workforce Management team.
Strong understanding of end-to-end Workforce Management functions, including:
- Forecasting
- Scheduling
- Real-Time Adherence (RTA)
- Capacity Planning
Advanced Microsoft Excel skills.
Strong analytical, problem-solving, and decision-making abilities.
Excellent communication, leadership, and stakeholder management skills.
Willing to work onsite in Davao City on a shifting schedule.

Preferred Qualifications

Candidates with experience in the following areas are highly encouraged to apply:

Workforce Management (WFM)
Workforce Planning
Forecasting
Scheduling
Capacity Planning
Real-Time Adherence (RTA)
Resource Planning
Contact Center Operations
Performance Reporting
Workforce Optimization

Experience with Workforce Management tools such as:

Verint WFM
NICE IEX
Genesys WFM
Calabrio
Aspect WFM
Alvaria
Microsoft Excel (Advanced)

Why Join Us?

Opportunity to lead an experienced Workforce Management team.
Career growth within a dynamic BPO environment.
Exposure to workforce planning, operations strategy, and performance management.
Collaborative and supportive workplace culture.
Stable full-time employment with opportunities for professional development.

Recruitment Process

Resume Screening
Initial Interview
Hiring Manager Interview
Job Offer

Pre-Screening Questions

Please include the following information in your application:

What is your highest educational attainment?
How many years of Workforce Management (WFM) experience do you have in a BPO or Contact Center environment?
How many years of leadership experience do you have managing a Workforce Management team?
Which WFM tools have you used (e.g., Verint, NICE IEX, Genesys WFM, Calabrio, Aspect, Alvaria)?
Describe your experience with forecasting, scheduling, and Real-Time Adherence (RTA).
What is your level of proficiency in Microsoft Excel?
Are you willing to work onsite in Davao City on a shifting schedule?
What is your current or last drawn salary?
What is your expected salary?
When are you available to start?

ATS & Google Jobs Keywords

WFM Team Lead • Workforce Management Team Lead • Workforce Management • Workforce Planning • Workforce Supervisor • Workforce Lead • Workforce Analyst • Workforce Scheduler • Forecasting • Scheduling • Real-Time Adherence • RTA • Capacity Planning • Resource Planning • Contact Center Operations • BPO Workforce Management • Team Leadership • Operations Management • Workforce Optimization • Performance Management • Verint WFM • NICE IEX • Genesys WFM • Calabrio • Aspect WFM • Alvaria • Advanced Excel • BPO Jobs • Davao Jobs • Onsite Jobs • Shifting Schedule • Immediate Hiring • Full-Time Jobs

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Hybrid

Process

Non-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.

Comfort Etim

Recruiter - Gratitude Inc

NA, nigeria

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