BPO WFM Team Lead (Alabang) | Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents

Quarterly performance bonus

Outstanding career development opportunities

24 Leaves Annually

Job summary

A staffing solutions company is looking for a WFM Team Lead to work onsite in Alabang, Metro Manila. The ideal candidate will have a minimum of 4 years in BPO/BPM customer service and at least 2 years in a leadership position. Responsibilities include optimizing workforce, monitoring real-time requests, and making data-supported decisions. The position offers multiple benefits, including HMO for employees and dependents from day one, quarterly bonuses, and excellent career development opportunities.

Qualifications

• Minimum experience of 4 years in customer service and workforce in BPO/BPM.
• At least 2 years in a leadership role as a team leader.
• Ability to work in shifting schedules and rotational shifts.
• Willingness to work in rotational shifts.
• Onsite in Alabang required.

Responsibilities

• Create forecast and staffing models to optimize workforce.
• Monitor request queues in real-time for schedule adherence.
• Manage SLAs and implement contingency plans.
• Make data-supported recommendations.
• Develop strong relationships with clients and customers.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Coaching

Team management

Real-time monitoring

Data-driven decisions

Education

Bachelor's degree in any course

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

About the job: WFM Team Lead (Alabang) | Onsite

Key Qualifications:

• Amenable to working in shifting schedules.
• Amenable to working ONSITE in Alabang.
• Able to start ASAP

Education and Other Requirements:

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
• Bachelor's degree in any course
• A minimum of 2 years in a leadership role. Must already have experience in a team leader role.
• Willingness to work in rotational shifts

General Knowledge & Skills:

• Demonstrates understanding of end-to-end real-time monitoring, forecasting, scheduling, and capacity planning
• Technical functional knowledge—adept in adapting to changes in tools and processes—including ASPECT tool, IEX, Genesys, SAP, and Oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people

Job Responsibilities:

• Ensure that workforce is staffed optimally by creating forecast and staffing models
• Monitor request queues on a real-time basis and ensure adherence to the planned and prepared schedules based on volume forecast
• Monitor SLAs and initiate contingency plans
• Makes data-supported recommendations
• Builds effective working relationships with internal and external clients/customers

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually