Global WFM Team Lead: Forecasting & Scheduling

Astreya

Philippines

On-site

PHP 900,000 - 1,300,000

Full time

17 hours ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Astreya is seeking a Workforce Management Team Lead to oversee end-to-end scheduling, forecasting analysis, and queue optimization for global support teams. You will use Verint WFM to manage demand data, generate multi-tier schedules, analyze coverage gaps, and maintain user profiles to align with SLOs.

Responsibilities include forecasting, automated scheduling, QA with Queue Analytics, and real-time schedule maintenance across regions.

Qualifications

Hands-on experience with Verint WFM (Forecasting & Scheduling, Campaigns, Queue Analytics, Work Rules, User Management).
Proficient in extracting, analyzing, and uploading CSV forecast datasets.
Solid understanding of multi-channel contact center dynamics (Chats, Calls, Ticketing).
Strong communication skills and meticulous data integrity across profiles and schedules.

Responsibilities

Forecasting & Demand Management: gather tactical forecast data and set queue priorities in Verint.
Automated Scheduling & QA: build, publish schedules across multi-tier staff and regions; use Queue Analytics to rebalance.
User & Exception Administration: manage employee life-cycle in Verint, update work rules and patterns.
Real-time Adjustments & Schedule Maintenance: handle leaves, swaps, and holidays; ensure reporting accuracy.