Command Centre Team Lead

Recruitify_HR; Taguig; On-site; PHP 609,000 - 730,000; Full time

Job summary

Recruitify_HR is seeking a Command Centre Team Lead in Taguig to oversee back-office processing, workforce planning, and data reporting. You will lead a team of analysts, ensure SLA attainment, and coordinate with Operations, Client Services, IT, and leadership.

The role requires 5+ years in operations or reporting leadership, on-site work in Taguig, and night shifts. Proficiency in Tableau, Power BI, and Excel is essential, with strong stakeholder management and communication skills.

Qualifications

• 5 years of experience in operations, workforce management, or reporting team lead role.
• Experience within financial services; mutual fund or transfer agency experience preferred.
• Strong understanding of SLA-driven queue environments.
• Advanced experience with reporting tools (Tableau, Power BI, Excel).
• Demonstrated 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.
• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not required.
• Must not currently or formerly be employed with CGI
• Not job hopper

Responsibilities

• Team Leadership & Governance
• Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
• Oversee workload distribution and manage team capacity across operational and reporting functions.
• Establish clear priorities, performance standards, and accountability measures.
• Conduct regular team meetings and provide ongoing coaching and performance feedback.
• Ensure strong cross-collaboration between operational oversight and reporting functions.
• Serve as an escalation point for operational, workforce, and reporting-related issues.
• Command Centre Responsibilities
• Queue Volume Management
• Ensure the right staff members with appropriate skillsets are assigned to the right queues at the right time to optimize processing performance.
• Consistently meet SLAs and maintain quality delivery.
• Real-Time Monitoring & Volume Planning
• Monitor queue volumes and allocated resources throughout the day.
• Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.
• Trends Analysis
• Review and analyze daily, weekly, monthly, and annual historical work volumes and FTEs.
• Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.
• Absenteeism, Lateness & Vacation Planning
• Plan weeks ahead for upcoming vacations to ensure adequate coverage.
• Account for potential absenteeism and lateness when planning staffing.
• Approve vacations based on departmental rules and skillset coverage.
• Daily Huddles & Collaboration with Leaders
• Conduct daily and intra-day huddles with department leaders to discuss queue volumes, resource allocation, skillset training, and work shift alignment.
• Adjust work shifts to maintain adequate staffing, minimize overtime, and support work-life balance.
• Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.
• Reporting & Data Analytics Leadership
• Strategic Reporting & Dashboard Ownership
• Lead and represent Back Office and Client Services in data-focused strategic initiatives.
• Own and maintain dashboard architecture across departments.
• Expand dashboards to encompass all relevant KPIs and operational metrics.
• Ensure alignment of reporting outputs with departmental strategic goals.
• Reporting Analyst Oversight
• Manage simultaneous reporting priorities (new and ongoing requests).
• Delegate responsibilities among analysts to manage capacity and deadlines.
• Conduct quality control on all reports and dashboards to ensure accuracy and consistency.
• Ensure reporting deliverables meet stakeholder expectations and governance standards.
• Data Translation & Stakeholder Support
• Translate stakeholder requirements into actionable reporting solutions.
• Develop dashboards and reports using Tableau, Power BI, Excel, and other reporting tools.
• Fulfill ad hoc data requests using appropriate systems and data sources.
• Serve as liaison between business stakeholders and IT when data is not readily available.
• Clarify reporting requirements and identify data dependencies.
• Insights, Optimization & Continuous Improvement
• Analyze patterns, trends, and operational sentiment to identify areas for improvement.
• Recommend improvements in training, process efficiency, back-office operations, and client satisfaction.
• Identify opportunities for automation or efficiency improvements in reporting processes.
• Recommend client/advisor interactions or processes suitable for self-service solutions.
• Drive data-informed decision-making across Operations and Client Services.
• Command Centre Goals
• Maximum processing performance across back-office operations.
• Consistent attainment of SLA targets and quality standards.
• Accurate, timely, and strategic reporting across departments.
• A highly skilled, cross-trained, and optimized workforce.
• Operational resilience during disruption events.
• Continuous improvement driven by data insights.

Skills

Leadership

Analytical thinking

Forecasting

Stakeholder management

Communication

Tools

Tableau

Power BI

Excel

Job description

• 5 years of experience in operations, workforce management, or reporting team lead role.
• Experience within financial services; mutual fund or transfer agency experience preferred.
• . Strong understanding of SLA-driven queue environments.
• Advanced experience with reporting tools (Tableau, Power BI, Excel).
• Demonstrated 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.
• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not required.
• Must not currently or formerly be employed with CGI
• Not job hopper

Job Title: Command Centre Team Lead
Category: Digital Customer Experience
Location: Taguig
Work set up: Taguig (Onsite)
Salary: Php 60,000
Work schedule: Night Shift
Required Experience: 5+ years
Headcount: 1
Parallel Job TitlesWorkforce Management Team Lead
Command Centre Team Lead
Workforce Planning & Reporting Lead
Non-Negotiable

• 5 years of experience in operations, workforce management, or reporting team lead role.
• Experience within financial services; mutual fund or transfer agency experience preferred.
• . Strong understanding of SLA-driven queue environments.
• Advanced experience with reporting tools (Tableau, Power BI, Excel).
• Demonstrated 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.
• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not required.
• Must not currently or formerly be employed with CGI
• Not job hopper

Position DescriptionThe Command Centre, Workforce Management (WFM), & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations, workforce planning, and data reporting functions.
This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts, ensuring optimal queue management, resource allocation, SLA attainment, and data-driven decision-making. The position serves as the central coordination point between Operations, Client Services, IT, and Leadership, ensuring operational stability, transparency, and continuous improvement across the CGI/CI mutual fund back-office environment.
Your Future Duties And Responsibilities

• Team Leadership & Governance
• Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
• Oversee workload distribution and manage team capacity across operational and reporting functions.
• Establish clear priorities, performance standards, and accountability measures.
• Conduct regular team meetings and provide ongoing coaching and performance feedback.
• Ensure strong cross-collaboration between operational oversight and reporting functions.
• Serve as an escalation point for operational, workforce, and reporting-related issues.
• Command Centre Responsibilities

Queue Volume Management
Ensure the right staff members with appropriate skillsets are assigned to the right queues at the right time to optimize processing performance.
Consistently meet SLAs and maintain quality delivery.
Real-Time Monitoring & Volume Planning

• Monitor queue volumes and allocated resources throughout the day.
• Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.

Trends Analysis

• Review and analyze daily, weekly, monthly, and annual historical work volumes and FTEs.
• Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.

Absenteeism, Lateness & Vacation Planning

• Plan weeks ahead for upcoming vacations to ensure adequate coverage.
• Account for potential absenteeism and lateness when planning staffing.
• Approve vacations based on departmental rules and skillset coverage.

Daily Huddles & Collaboration with Leaders

• Conduct daily and intra-day huddles with department leaders to discuss queue volumes, resource allocation, skillset training, and work shift alignment.
• Adjust work shifts to maintain adequate staffing, minimize overtime, and support work-life balance.
• Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.
• Reporting & Data Analytics Leadership

Strategic Reporting & Dashboard Ownership

• Lead and represent Back Office and Client Services in data-focused strategic initiatives.
• Own and maintain dashboard architecture across departments.
• Expand dashboards to encompass all relevant KPIs and operational metrics.
• Ensure alignment of reporting outputs with departmental strategic goals.

Reporting Analyst Oversight

• Manage simultaneous reporting priorities (new and ongoing requests).
• Delegate responsibilities among analysts to manage capacity and deadlines.
• Conduct quality control on all reports and dashboards to ensure accuracy and consistency.
• Ensure reporting deliverables meet stakeholder expectations and governance standards.

Data Translation & Stakeholder Support

• Translate stakeholder requirements into actionable reporting solutions.
• Develop dashboards and reports using Tableau, Power BI, Excel, and other reporting tools.
• Fulfill ad hoc data requests using appropriate systems and data sources.
• Serve as liaison between business stakeholders and IT when data is not readily available.
• Clarify reporting requirements and identify data dependencies.

Insights, Optimization & Continuous Improvement

• Analyze patterns, trends, and operational sentiment to identify areas for improvement.
• Recommend improvements in training, process efficiency, back-office operations, and client satisfaction.
• Identify opportunities for automation or efficiency improvements in reporting processes.
• Recommend client/advisor interactions or processes suitable for self-service solutions.
• Drive data-informed decision-making across Operations and Client Services.

Command Centre Goals

• Maximum processing performance across back-office operations.
• Consistent attainment of SLA targets and quality standards.
• Accurate, timely, and strategic reporting across departments.
• A highly skilled, cross-trained, and optimized workforce.
• Operational resilience during disruption events.
• Continuous improvement driven by data insights.

Skills

• Capacity Management
• English
• Incident Management
• Leadership
• Operations Management
• Strategic Thinking
• Workforce Management
• Data Analysis

Pre-Screening Questions

• How many years of experience do you have in in operations, workforce management, or reporting team lead role.?
• Do you have Experience within financial services like mutual fund or transfer agency experience?
• Do you have a strong understanding of of SLA-driven queue environments?
• Do you have experience using reporting tools (Tableau, Power BI, Excel).
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work in Taguig with a night shift schedule?