WFM Team Lead

Stafflink Express; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

Stafflink Express is seeking a WFM Team Lead based in Alabang to monitor and optimize workforce performance for a Travel account. You will lead the WFM team, analyze metrics, forecast staffing needs, and collaborate with operations to improve efficiency.

The role requires 1–2 years in WFM leadership, strong analytics, and excellent English communication. Expect hands-on scheduling, coaching, and cross-department coordination in a fast-paced contact center setting.

Qualifications

• Minimum 1–2 years of experience as WFM Team Lead.
• Experience in WFM field and in a contact center environment.
• Proven leadership experience with ability to motivate and develop team members.
• Strong analytical skills with proficiency in Excel or similar data analysis tools.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in English, written and verbal.

Responsibilities

• Monitor and analyze WFM metrics (occupancy, adherence, shrinkage, service levels) to identify improvement opportunities.
• Create and manage schedules aligned to demand while controlling labor costs.
• Lead and coach the WFM team to meet objectives.
• Forecast staffing requirements based on call volume and business needs.
• Track and report KPIs to senior management and suggest corrective actions.
• Implement process improvements to enhance workforce efficiency.
• Conduct training on scheduling policies, time management and adherence."],
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Skills

WFM Team Lead experience

Leadership

Analytical skills

Communication skills

Excel / data analysis

Call center operations knowledge

Forecasting & scheduling

Tools

Excel

WFM systems

Job description

About the role

WFM Team Lead for the Travel account based in Alabang. The role involves monitoring and analyzing workforce management metrics, creating and managing schedules, leading the WFM team, and collaborating with operations and management teams to optimize staffing levels and operational efficiency.

Key responsibilities

• Monitor and analyze workforce management metrics including occupancy, adherence, shrinkage and service levels to identify trends and opportunities for improvement
• Create and manage schedules that align staffing levels with customer demand whilst minimizing labor costs
• Lead and supervise the WFM team, providing coaching, guidance and performance feedback to ensure team members are meeting their objectives
• Collaborate with operations and management teams to forecast staffing requirements based on call volume projections and business needs
• Track and report on key performance indicators (KPIs) to senior management, highlighting variances and recommending corrective actions
• Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness
• Conduct training sessions for agents on scheduling policies, time management and adherence expectations
• Respond to scheduling challenges and staffing conflicts in a timely and professional manner
• Liaise with HR and payroll departments to ensure accurate recording of employee time and attendance data
• Support the development and maintenance of workforce management tools and systems

About you

• At least 1-2 years of minimum experience as WFM Team Lead (non-negotiable)
• At least with experience in WFM field
• Proven experience in a workforce management or operations management role within a contact center or call center environment
• Demonstrated leadership experience with the ability to motivate and develop team members effectively
• Strong analytical skills with proficiency in workforce management systems and Excel or similar data analysis tools
• In-depth knowledge of call center operations, including staffing models, forecasting methodologies and scheduling principles
• Excellent communication and interpersonal skills with the ability to work collaboratively across multiple departments
• Strong problem-solving abilities with a focus on identifying practical solutions to operational challenges
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in English, both written and verbal