WFM Team Lead (BGC Taguig) | Onsite

Tasq Work; Taguig; On-site; PHP 520,000 - 830,000; Full time

Benefits offered by this job

HMO for employee and 2 dependents (On'

Quarterly performance bonus

Career development opportunities

24 leaves annually

Job summary

Tasq Work in Metro Manila, Taguig is seeking a Workforce Manager to optimize staffing through forecasting and real-time monitoring. You will lead a team, coach members, and coordinate with clients to ensure SLA adherence and effective scheduling.

Ideal candidates bring 4+ years in BPO/BPM, a bachelor’s degree, and at least 2 years in a leadership role, with willingness to work rotating shifts onsite in BGC Taguig.

Qualifications

• Minimum 4 years experience in customer service and workforce in the BPO/BPM industry.
• Bachelor's degree in any course.
• 2+ years in a leadership role; must have team leader experience.
• Willingness to work in rotational shifts.

Responsibilities

• Ensure workforce is staffed optimally by forecasting and staffing models.
• Monitor real-time request queues and adhere to planned schedules based on volume forecast.
• Monitor SLAs and initiate contingency plans.
• Make data-supported recommendations.
• Builds effective working relationships with internal and external clients/customers.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Leadership

Coaching & mentoring

People management

Education

Bachelor's degree

4+ years in BPO/BPM customer service

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

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 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 Responsibiliti es:

• 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
• Makes data-supported recommendations
• Builds effective working relationships with internal and external clients/customers

Benefits

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