BPO Workforce Team Leader (Alabang) | Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

24 Leaves Annually

Job summary

A leading staffing solutions company is looking for a WFM Team Lead to oversee workforce management processes in Alabang, Philippines. This role involves optimizing staffing models, monitoring schedules, and ensuring adherence to SLAs. Ideal candidates should have a minimum of 4 years in customer service and at least 2 years in a leadership position within the BPO/BPM sector. The position offers benefits such as HMO from day one, performance bonuses, and career development opportunities.

Qualifications

• Minimum experience of 4 years with customer service in the BPO/BPM industry.
• A minimum of 2 years in a leadership role.
• Willing to work in shifting schedules.
• Willingness to work in rotational shifts.
• Amenable to onsite work in Alabang.

Responsibilities

• Ensure optimal staffing through forecast and staffing models.
• Monitor real-time request queues and adherence to schedules.
• Implement contingency plans when SLAs are not met.
• Make data-supported recommendations to enhance operations.
• Build effective relationships with clients/customers.

Skills

End-to-end real-time monitoring

Forecasting

Scheduling

Capacity planning

Coaching and mentoring

Team management

Adaptation to changes in tools

Education

Bachelor's degree in any course

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

About the job WFM Team Lead (Alabang) | Onsite

Benefits:

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

Key Qualifications:

• Amenable to working in shifting schedules.
• Amenable to work 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