Global WFM Team Lead - Forecasting & Scheduling

Astreya; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Astreya is seeking a Workforce Management Team Lead in the Philippines to oversee end-to-end scheduling, forecasting, and queue optimization for global support teams (AMER, APAC, EMEA) using Verint WFM.

You will manage demand data, generate automated multi-tier agent schedules, and ensure alignment with SLOs while presenting reporting in weekly and monthly meetings. This role emphasizes data integrity and cross-team collaboration.

Qualifications

• Hands-on experience with Verint Workforce Management (Forecasting & Scheduling, Queue Analytics, Work Rules, User Management).
• Proficient in extracting, analyzing, and uploading CSV forecast datasets.
• Strong understanding of multi-channel contact center dynamics and tiered support environments.
• Excellent attention to detail with data integrity across user profiles, work rules, and shift assignments.
• Strong cross-functional communication with Operations Managers and regional leads.

Responsibilities

• Manage end-to-end scheduling, forecasting, and queue optimization.
• Create and present weekly and monthly reporting for leadership and clients.
• Handle real-time schedule maintenance, leave requests, and shift swaps.
• Administer user profiles, skills, and work rules in Verint.
• Coordinate holiday and weekend scheduling coverage to ensure service continuity.
• Drive compliance and quality metrics via analytics.

Tools

Verint Workforce Management

Google Sheets

Job description

Astreya is seeking a Workforce Management Team Lead in the Philippines to oversee end-to-end scheduling, forecasting, and queue optimization for global support teams (AMER, APAC, EMEA) using Verint WFM.

You will manage demand data, generate automated multi-tier agent schedules, and ensure alignment with SLOs while presenting reporting in weekly and monthly meetings. This role emphasizes data integrity and cross-team collaboration.