(URGENT) WFM Team Lead-MOA

Gratitude Inc

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2 days ago

(URGENT) WFM Team Lead-MOA

1-4 Year(s)

₱ 25 - ₱ 35K p.m

Manila

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Job Description

Key Skills

Data Analysis Reporting Scheduling Genesys Verint Capacity Planning Workforce Management forecasting. Contact Center Technology WFM tools (e.g., NICE, Verint, Aspect)

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WFM Team Lead

Location: MOA, Philippines
Work Setup: On-site
Shift: Shifting
Experience: 1–4 Years
Employment Type: Permanent

Job Summary

We are looking for a WFM Team Lead to oversee workforce management and operational support activities within a contact center environment. The role will be responsible for staffing, scheduling, forecasting, reporting, workforce planning, and supporting operational efficiency.

Key Responsibilities

Oversee workforce planning activities including staffing, scheduling, forecasting, and capacity planning.
Monitor workforce management processes and ensure operational requirements are met.
Manage and review WFM reports, dashboards, and performance data.
Support contact center operations through effective workforce planning and resource allocation.
Monitor staffing levels and identify potential workforce gaps.
Support implementation of WFM policies, procedures, and operational processes.
Work closely with operations and other support teams to resolve workforce-related concerns.
Drive improvements in day-to-day WFM processes and operational efficiency.
Lead and mentor WFM/Reporting team members.
Handle specialized WFM projects and initiatives.
Ensure timely and accurate reporting and analysis.
Provide insights and recommendations based on workforce and operational data.

Required Qualifications

Bachelor's degree in a related field.
1–4 years of experience in WFM, Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead is mandatory.
Experience in a BPO/contact center environment.
Experience with WFM tools such as Verint, NICE, Aspect, Genesys, or similar platforms.
Strong Excel, reporting, and data analysis skills.
Hands-on experience with staffing, scheduling, forecasting, and workforce planning.
Leadership or team management experience.
Strong communication, analytical, and problem-solving skills.
Willingness to work on-site in MOA and on shifting schedules.

Pre-Screening Questions

What is your highest educational qualification?
How many years of WFM experience do you have?
What is your current/most recent role?
How many years of BPO/Contact Center experience do you have?
Which WFM tools have you used? (Verint, NICE, Aspect, Genesys, etc.)
How many years of leadership/team management experience do you have?
What is your last drawn salary?
What is your expected salary?
Are you amenable to working on-site in MOA on a shifting schedule?
Have you previously worked for Teleperformance?

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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