WFM Team Lead - Call Center Operations & Analytics

Stafflink Express; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

Stafflink Express is seeking a WFM Team Lead based in Alabang to monitor and optimize workforce performance for a Travel account. You will lead the WFM team, analyze metrics, forecast staffing needs, and collaborate with operations to improve efficiency.

The role requires 1–2 years in WFM leadership, strong analytics, and excellent English communication. Expect hands-on scheduling, coaching, and cross-department coordination in a fast-paced contact center setting.

Qualifications

• Minimum 1–2 years of experience as WFM Team Lead.
• Experience in WFM field and in a contact center environment.
• Proven leadership experience with ability to motivate and develop team members.
• Strong analytical skills with proficiency in Excel or similar data analysis tools.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in English, written and verbal.

Responsibilities

• Monitor and analyze WFM metrics (occupancy, adherence, shrinkage, service levels) to identify improvement opportunities.
• Create and manage schedules aligned to demand while controlling labor costs.
• Lead and coach the WFM team to meet objectives.
• Forecast staffing requirements based on call volume and business needs.
• Track and report KPIs to senior management and suggest corrective actions.
• Implement process improvements to enhance workforce efficiency.
• Conduct training on scheduling policies, time management and adherence."],
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Skills

WFM Team Lead experience

Leadership

Analytical skills

Communication skills

Excel / data analysis

Call center operations knowledge

Forecasting & scheduling

Tools

Excel

WFM systems

Job description

Stafflink Express is seeking a WFM Team Lead based in Alabang to monitor and optimize workforce performance for a Travel account. You will lead the WFM team, analyze metrics, forecast staffing needs, and collaborate with operations to improve efficiency.

The role requires 1–2 years in WFM leadership, strong analytics, and excellent English communication. Expect hands-on scheduling, coaching, and cross-department coordination in a fast-paced contact center setting.