Command Centre & WFM Lead - Reporting & Analytics

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

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.