WFM Team Lead (BGC Taguig) | Onsite

TASQ; Pateros; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO for employee + 2 dependents

Quarterly performance bonus

Career development opportunities

24 leaves annually

Job summary

TASQ in the Philippines seeks a Workforce Planning Lead to liaise with onshore leadership, oversee workforce management, and coordinate peak and trough scheduling at onsite facilities in Metro Manila.

The role requires 4+ years in customer service workforce planning within BPO/BPM, leadership experience, and willingness to work rotational shifts in a fast-paced environment.

Qualifications

• End-to-end real-time monitoring, forecasting, scheduling and capacity planning.
• Ability to coach, mentor and motivate teams.
• Strong written and verbal communication; data-driven decision making.

Responsibilities

• Create forecast and staffing models to staff the workforce optimally.
• Monitor real-time queues and adherence to schedules based on forecast.
• Track SLAs and implement contingency plans as needed.
• Provide data-supported recommendations to leadership.
• Build relationships with internal and external clients/customers.
• Participate in special projects and other duties.
• Interact with stakeholders at all levels of management.

Skills

Forecasting

Team leadership

Analytical thinking

Communication

Real-time monitoring

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

Summary/Description:

• Liaison with onshore lead and participate in business/capacity planning workshop
• Oversee management of workforce and related function
• Coordinate peak and trough schedule management
• Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITEin BGC Taguig
• 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

GeneralKnowledge &Skills:

• Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning
• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Job Responsibiliti(ty)es:

• Ensure that workforce is staffed optimally by creating forecast and 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 and initiate contingency plans
• Makes data-supported recommendations
• Builds effective working relationships with internal and external clients/customers
• Participates in special projects and other duties assigned
• Interact and negotiate with all levels of management

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually