WFM Team Lead — BPO (Alabang, Onsite) | Growth & Benefits

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents

Quarterly performance bonus

Outstanding career development opportunities

24 Leaves Annually

Job summary

A staffing solutions company is looking for a WFM Team Lead to work onsite in Alabang, Metro Manila. The ideal candidate will have a minimum of 4 years in BPO/BPM customer service and at least 2 years in a leadership position. Responsibilities include optimizing workforce, monitoring real-time requests, and making data-supported decisions. The position offers multiple benefits, including HMO for employees and dependents from day one, quarterly bonuses, and excellent career development opportunities.

Qualifications

• Minimum experience of 4 years in customer service and workforce in BPO/BPM.
• At least 2 years in a leadership role as a team leader.
• Ability to work in shifting schedules and rotational shifts.

Responsibilities

• Create forecast and staffing models to optimize workforce.
• Monitor request queues in real-time for schedule adherence.
• Manage SLAs and implement contingency plans.
• Make data-supported recommendations.
• Develop strong relationships with clients and customers.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Coaching

Team management

Education

Bachelor's degree in any course

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

About the job BPO WFM Team Lead (Alabang) | Onsite

About the job: WFM Team Lead (Alabang) | Onsite

Key Qualifications:

• Amenable to working in shifting schedules.
• Amenable to working ONSITE in Alabang.
• Able to start ASAP

Education and Other Requirements:

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
• Bachelor's degree in any course
• A minimum of 2 years in a leadership role. Must already have experience in a team leader role.
• Willingness to work in rotational shifts

General Knowledge & 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

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
• Builds effective working relationships with internal and external clients/customers
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus