WFM Team Lead (Alabang) | Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO on Day 1

Quarterly bonus

Job summary

TASQ Staffing Solutions is seeking a WFM Team Lead in Alabang for an onsite role focused on end-to-end real-time monitoring, forecasting, scheduling, and capacity planning while leading a BPO workforce.

Ideal candidates have 4+ years in customer service/workforce management in BPO, a Bachelor's degree, and 2+ years in a leadership role. Rotational shifts are required; benefits include on-day-1 HMO and quarterly bonuses.

Qualifications

• Minimum 4 years in customer service and workforce management in the BPO/BPM industry.
• Bachelors degree in any course.
• A minimum of 2 years in a leadership role with prior team-leader experience.
• Willingness to work in rotational shifts.

Responsibilities

• Ensure workforce is staffed optimally by creating forecast and staffing models.
• Monitor real-time queues and ensure adherence to planned schedules based on volume forecast.
• Monitor SLAs and initiate contingency plans.
• Builds effective working relationships with internal and external clients/customers.
• HMO for Employee and 2 Dependents (OnDay 1); Quarterly performance bonus.

Skills

Real-time monitoring

Forecasting

People leadership

Staffing optimization

Education

Bachelor's degree

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

About the job WFM Team Lead (Alabang) | Onsite

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITEin Alabang.
• Able to start ASAP

Education andOtherRequirements:

• Minimum experience of4years withcustomer service and workforcein the BPO/BPM industry
• Bachelorsdegree in any course
• A minimum of2years in a leadership role.Must already have experience in ateam leader role.
• Willingness to work in rotational shifts

General Knowledge &Skills:

• Demonstrates understanding ofend to endreal-time monitoring,forecasting,scheduling, and capacity planning
• Technical functional knowledge - adept in adapting to changes in tools and processes - including ASPECT tool, IEX, Genesys,SAPand oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people

Job Responsibilities:

• Ensure that workforce is staffed optimally by creatingforecastand staffing models
• Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast
• Monitor SLAs andinitiatecontingency plans
• Builds effective working relationships with internal and external clients/customers
• HMO for Employee and 2 Dependents (OnDay 1)
• Quarterly performance bonus