Strategic WFM & Scheduling Lead

Tasq Work; Cebu City; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

Tasq Work in Cebu is seeking an experienced Workforce Management professional to lead a team of WFMs onsite. The role emphasizes capacity planning, scheduling accuracy, and adherence to SLAs across accounts. You will mentor a capable team and collaborate with clients to optimize staffing and service levels.

The position requires at least 2 years in BPO WFM leadership and a foundation of college education, with a strong focus on data-driven decisions and process rigor.

Qualifications

• Minimum 2 years of BPO Team Lead or Assistant Manager experience in Workforce Management.
• Finished at least 2 years in college without any back subjects.

Responsibilities

• Develops, updates, and optimizes the Capacity Plan to meet staffing, seating, and logistical needs while balancing cost and performance.
• Creates and reviews schedules carefully to align with business objectives and drive customer service excellence.
• Leads and mentors a motivated team of WFMs, ensuring SLAs are consistently achieved across accounts.
• Enhances client satisfaction by managing service levels and providing staffing, scheduling, and real-time adherence solutions.
• Safeguards assets by adhering to Quality Information Security Management System principles.
• Acts as the primary point of contact for all WFM inquiries and concerns.

Skills

Leadership

Team management

WFM knowledge

Communication

Education

Two years of college completed

Job description

Tasq Work in Cebu is seeking an experienced Workforce Management professional to lead a team of WFMs onsite. The role emphasizes capacity planning, scheduling accuracy, and adherence to SLAs across accounts. You will mentor a capable team and collaborate with clients to optimize staffing and service levels.

The position requires at least 2 years in BPO WFM leadership and a foundation of college education, with a strong focus on data-driven decisions and process rigor.