Onsite WFM Team Lead - Alabang | Real-Time Ops
TASQ Staffing Solutions
14 days+
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Benefits offered by this job
Job summary
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.
Responsibilities
- 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.
Skills
End-to-end real-time monitoring
Forecasting
Scheduling
Capacity planning
Coaching and mentoring
Team management
Adaptation to changes in tools
Education
Bachelor's degree in any course
Tools
ASPECT tool
IEX
Genesys
SAP
Oracle
Job description
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.
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