Onsite WFM Team Lead - Alabang | Real-Time Ops

TASQ Staffing Solutions; Muntinlupa; Sur place; PHP 700 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

24 Leaves Annually

Résumé du poste

A leading staffing solutions company is looking for a WFM Team Lead to oversee workforce management processes in Alabang, Philippines. This role involves optimizing staffing models, monitoring schedules, and ensuring adherence to SLAs. Ideal candidates should have a minimum of 4 years in customer service and at least 2 years in a leadership position within the BPO/BPM sector. The position offers benefits such as HMO from day one, performance bonuses, and career development opportunities.

Qualifications

• Minimum experience of 4 years with customer service in the BPO/BPM industry.
• A minimum of 2 years in a leadership role.
• Willing to work in shifting schedules.

Responsabilités

• Ensure optimal staffing through forecast and staffing models.
• Monitor real-time request queues and adherence to schedules.
• Implement contingency plans when SLAs are not met.
• Make data-supported recommendations to enhance operations.
• Build effective relationships with clients/customers.

Connaissances

End-to-end real-time monitoring

Forecasting

Scheduling

Capacity planning

Coaching and mentoring

Team management

Adaptation to changes in tools

Formation

Bachelor's degree in any course

Outils

ASPECT tool

IEX

Genesys

SAP

Oracle

Description du poste

A leading staffing solutions company is looking for a WFM Team Lead to oversee workforce management processes in Alabang, Philippines. This role involves optimizing staffing models, monitoring schedules, and ensuring adherence to SLAs. Ideal candidates should have a minimum of 4 years in customer service and at least 2 years in a leadership position within the BPO/BPM sector. The position offers benefits such as HMO from day one, performance bonuses, and career development opportunities.