Travel Account WFM Lead — Forecasting & Staffing

Gratitude Philippines; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Gratitude Philippines is seeking an experienced WFM Team Lead to guide workforce management for a Travel account. You will oversee planning, scheduling, forecasting and performance reporting to ensure service levels meet customer demand.

The ideal candidate has hands-on WFM experience, strong analytical and leadership skills, and understands contact center metrics, AHT, ASA, FCR, adherence, occupancy and service levels.

Qualifications

• Minimum 1–2 years as a WFM Team Lead in non-negotiable.
• Proven WFM or contact center operations experience.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal English communication.

Responsibilities

• Monitor WFM metrics such as occupancy, adherence, shrinkage, and service levels.
• Create and manage workforce schedules aligned with demand and costs.
• Lead and coach the WFM team with performance feedback.
• Forecast staffing based on call volume projections and business needs.
• Track and report KPIs to senior management.
• Identify variances and recommend corrective actions.
• Implement WFM improvements to boost efficiency.
• Train agents on scheduling policies and adherence expectations.
• Coordinate with HR and Payroll on attendance records.
• Support development and maintenance of WFM tools and systems.
• Manage competing priorities to meet deadlines.

Skills

Leadership

Analytical skills

Excel

Forecasting

Scheduling

WFM knowledge

Communication skills

Team motivation

Interpersonal skills

Tools

WFM software/platforms

Job description

Gratitude Philippines is seeking an experienced WFM Team Lead to guide workforce management for a Travel account. You will oversee planning, scheduling, forecasting and performance reporting to ensure service levels meet customer demand.

The ideal candidate has hands-on WFM experience, strong analytical and leadership skills, and understands contact center metrics, AHT, ASA, FCR, adherence, occupancy and service levels.