Command Center Team Lead - Workforce Management

AddForce Human Resources Solution Inc.; Quezon City; On-site; PHP 609,336 - 729,864; Full time

Benefits offered by this job

Performance Bonus

13th Month Pay

Employee Loan

Paid Holidays

Job Training

Job summary

A leading human resources solutions provider in Quezon City is looking for a Command Center Team Lead to manage workforce operations, ensuring optimal resource allocation and compliance with performance standards. The ideal candidate should have over 4 years of experience in workforce management, strong analytical skills, and proficiency in reporting tools like Tableau and Power BI. This role is full-time and requires excellent leadership and communication abilities to lead a team effectively.

Qualifications

• 4+ years of experience in operations or workforce management.
• Strong understanding of SLA performance standards.
• Proven ability to manage and lead teams.

Responsibilities

• Lead and develop a team overseeing workforce management.
• Monitor real-time queue volumes and staffing levels.
• Ensure compliance with SLA and quality standards.
• Conduct regular performance feedback sessions.

Skills

Leadership in operations

SLA-driven environments

Data interpretation

Analytical skills

Communication skills

Education

Bachelor's degree

Tools

Tableau

Power BI

Excel

Job description

Command Center Team Lead - Workforce Management

AddForce Human Resources Solution Inc.

On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus

Government Mandated Benefits

13th Month Pay, Employee Loan, Pag-Ibig Fund, Paid Holidays

Insurance Health & Wellness

Professional Development

Job Training

Read More

WE ARE HIRING: Command Centre Team Lead

Location: Taguig

Work Setup: Onsite

Shift: Night Shift

Salary: Up to PHP 60,000

We are looking for a Command Centre Team Lead to oversee workforce management, operational monitoring, and reporting functions supporting back-office financial services operations. This role will manage a team of analysts while ensuring optimal resource allocation, SLA performance, and data-driven decision-making across the organization.

Key Responsibilities

• Lead, coach, and develop Command Centre, Workforce Management, and Reporting Analysts
• Manage workload distribution and team capacity across operational and reporting functions
• Establish team priorities, performance standards, and accountability measures
• Conduct regular team meetings, coaching sessions, and performance feedback
• Serve as the primary escalation point for operational and reporting concerns
• Ensure collaboration between operations, reporting teams, and leadership

Command Centre Operations

• Manage queue volumes and workforce allocation to ensure optimal processing performance
• Assign the right staff with the appropriate skillsets to the correct queues
• Monitor real-time queue volumes and staffing levels throughout the day
• Work closely with department leaders to meet intra-day and end-of-day SLA targets
• Conduct daily and intra-day operational huddles with department leaders
• Ensure all workloads meet SLA and quality standards
• Analyze daily, weekly, monthly, and annual operational volumes
• Forecast incoming workloads and staffing requirements
• Plan workforce coverage including vacations, absenteeism, and schedule adjustments
• Ensure proper staffing levels to minimize overtime and maintain productivity
• Lead strategic reporting initiatives supporting Back Office and Client Services teams
• Manage and maintain operational dashboards and KPI reporting
• Oversee reporting analysts to ensure accuracy and timely delivery of reports
• Perform quality checks on dashboards and reporting outputs
• Translate stakeholder data requirements into reporting solutions
• Develop reports and dashboards using Tableau, Power BI, and Excel

Insights & Continuous Improvement

• Analyze operational data to identify process improvements and performance trends
• Recommend improvements in operational efficiency, training, and reporting processes
• Identify opportunities for automation and workflow optimization
• Support data-driven decision making across operational teams

Qualifications

• At least 4+ years of experience in operations, workforce management, or reporting leadership
• Experience in financial services, mutual funds, or transfer agency operations is an advantage
• Strong understanding of SLA-driven queue environments
• Advanced knowledge of Tableau, Power BI, and Excel reporting tools
• Proven leadership experience managing analysts or operational teams
• Strong analytical, forecasting, and data interpretation skills
• Experience managing business continuity and incident response processes
• Excellent communication and stakeholder management skills

Certifications in Workforce Management, Data Analytics, Six Sigma, Lean, PMP, or Agile are a plus but not required.

Interested candidates may send their updated CV via email.

Working Location

Unit 201, FSS Building I, 20 Scout Tuazon Street Cor. Scout Castor, Laging Handa , 1103 Quezon City , Metro Manila, 16 Sct. Tuason St, Diliman, Quezon City, Metro Manila, Philippines