WFM Team Lead BGC Taguig Onsite

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

Benefits offered by this job

HMO for Employee and Dependents

Quarterly performance bonus

Career development opportunities

24 Leaves Annually

Job summary

TASQ Staffing Solutions in Taguig seeks a Workforce Planning Lead to oversee capacity planning, forecast staffing, and manage onshore coordination with clients.

The role requires 4+ years in the BPO workforce, 2+ years in a leadership role, and rotation shifts with onsite presence in BGC Taguig. Join a team-focused environment with growth opportunities.

Qualifications

• 4+ years in customer service and workforce in the BPO/BPM industry.
• Bachelor's degree in any course.
• 2+ years in a leadership role; experience as a team leader.
• Willingness to work in rotational shifts.
• Amenable to onsite work at BGC Taguig.
• Able to start ASAP.

Responsibilities

• Create forecast and staffing models to ensure optimal staffing.
• Monitor real-time queues and ensure adherence to the planned schedules based on volume forecast.
• Monitor SLAs and initiate contingency plans.
• Make data-supported recommendations.
• Build effective working relationships with internal and external clients/customers.
• Participate in special projects and other duties assigned.
• Interact and negotiate with all levels of management.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Shift flexibility

Onsite in BGC Taguig

Leadership

teamwork

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

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 communicationsStrong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Job Responsibilities:

• 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