Call Center Workforce Team Lead - Alabang

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Immediate HMO coverage for employee and two dependents

Quarterly performance bonuses

24 annual leave credits

Rapid career advancement opportunities

Job summary

A staffing solutions provider is looking for a WFM Team Lead to optimize forecasting and staffing models and ensure operational efficiency. The ideal candidate will have at least 4 years of experience in the BPO sector and 2 years in a leadership role. Responsibilities include monitoring SLAs and providing data-driven recommendations. Immediate benefits include HMO for employees and dependents, performance bonuses, and 24 annual leave credits.

Qualifications

• Minimum of 2 years in a team lead role with experience managing and motivating staff.
• At least 4 years of experience within the BPO/BPM sector, specifically in customer service and workforce management.
• Comprehensive knowledge of the WFM lifecycle.
• Strong knowledge of WFM lifecycle (forecasting, scheduling, RTA, capacity planning).
• Proficiency with WFM tools; adaptability to ASPECT, IEX, Genesys, SAP or Oracle.

Responsibilities

• Build and refine forecasting and staffing models to maintain operational efficiency.
• Supervise request queues in real-time, ensuring adherence to schedules.
• Monitor Service Level Agreements and execute contingency plans.
• Data-Driven Consulting: Provide actionable recommendations to optimize performance.
• Stakeholder Management: Build relationships with internal units and external clients.

Skills

Leadership Experience

Customer Service

Workforce Management

Data Analysis

Stakeholder Management

Real-Time Oversight

Stakeholder Management

ASPECT

IEX

Genesys

SAP

Oracle

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

Job Overview: WFM Team Lead

Location: Fully Onsite (Alabang, Muntinlupa) | Schedule: Rotational/Shifting

Core Responsibilities

• Strategic Staffing: Build and refine forecasting and staffing models to maintain peak operational efficiency.
• Real-Time Oversight: Supervise request queues in real-time, ensuring the team strictly adheres to schedules based on projected volumes.
• SLA Management: Proactively monitor Service Level Agreements (SLAs) and execute contingency plans when targets are at risk.
• Data-Driven Consulting: Provide actionable, evidence-based recommendations to optimize performance.
• Stakeholder Management: Foster strong professional relationships with both internal business units and external clients.

Candidate Requirements

• Leadership Experience: Minimum of 2 years in a team lead role with proven experience managing, mentoring, and motivating staff.
• Industry Background: At least 4 years of experience within the BPO/BPM sector, specifically in customer service and workforce management.
• Technical Expertise: Comprehensive knowledge of the WFM lifecycle (forecasting, scheduling, RTA, and capacity planning).
• Tool Proficiency: Highly adaptable to new technologies; experience with ASPECT, IEX, Genesys, SAP, or Oracle is required.
• Education & Logistics: Bachelor's degree graduate; must be able to start immediately and work on-site in Alabang.

Compensation & Benefits

• Immediate Coverage: HMO for the employee plus two dependents starting on Day 1.
• Performance Rewards: Eligibility for quarterly bonuses based on results.
• Time Off: 24 annual leave credits.
• Career Path: Excellent opportunities for rapid professional advancement and development.