Onsite Workforce Team Lead: Forecast & Scheduling Leader

Infosys BPM Philippines; Taguig; On-site; PHP 700,000 - 900,000; Full time

Benefits offered by this job

HMO for employee & 2 dependents

Quarterly performance bonus

24 leaves annually

Job summary

Infosys BPM Philippines seeks a Workforce Team Lead to liaison with onshore leaders, participate in capacity planning, and oversee workforce management. You will coordinate peak and trough scheduling, analyze data, and develop actionable insights to support business objectives.

Requirements include 4+ years in customer service/workforce in BPO, a bachelor’s degree, and at least 2 years in a leadership role with willingness to work in rotational shifts onsite at BGC Taguig.

Qualifications

• Minimum 4 years in customer service and workforce in BPO/BPM
• Bachelor’s degree in any course
• At least 2 years in a leadership role; must have team-leader experience
• Willingness to work in rotational shifts and onsite in BGC Taguig

Responsibilities

• Create forecast and staffing models to ensure optimal workforce
• Monitor real-time queues and adherence to schedules based on volume forecast
• Monitor SLAs and trigger contingency plans as needed
• Build and maintain relationships with internal and external clients/customers
• Participate in special projects and interact with all levels of management
• Provide HMO for employee and 2 dependents (on Day 1)
• Support quarterly performance bonus administration and leave management

Skills

Leadership

Forecasting

Scheduling

Capacity planning

Data analysis

Communication

Team management

Coaching

Education

Bachelor's degree

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

Infosys BPM Philippines seeks a Workforce Team Lead to liaison with onshore leaders, participate in capacity planning, and oversee workforce management. You will coordinate peak and trough scheduling, analyze data, and develop actionable insights to support business objectives.

Requirements include 4+ years in customer service/workforce in BPO, a bachelor’s degree, and at least 2 years in a leadership role with willingness to work in rotational shifts onsite at BGC Taguig.