WFM Team Lead - Forecasting & Ops Leader (Onsite)

Gratitude Philippines; Manila; On-site; PHP 497,624 - 596,055; Full time

Job summary

Gratitude Philippines is seeking a WFM Team Lead (NLCH) for the Mall of Asia site. The role onsite requires shifting schedules and leadership of a workforce-analytics team to optimize staffing, forecasting, and policy execution in a contact center environment.

The ideal candidate has 1–4 years in WFM/Reporting, a related bachelor’s degree, and hands-on experience with major WFM tools (Verint, NICE, Aspect, Genesys) and strong Excel/data analysis skills.

Qualifications

• Bachelor’s degree in a related field.
• 1–4 years of WFM/Reporting/Forecasting/Contact Center Ops experience.
• Experience as Reports Analyst/Supervisor or WFM Team Lead.

Responsibilities

• Workforce Planning & Execution: staffing, scheduling, forecasting, and long/short-term planning.
• Operational Leadership: manage a team of contributors and ensure quality of deliverables.
• Quality & Training Alignment: support quality standards and training program execution.
• Process Improvement: identify and lead projects to enhance daily operations.
• Expertise & Mentorship: guide junior analysts and improve outputs.

Skills

Strong communication

Decision-making

Critical problem-solving

Education

Bachelor’s degree in a related field

Tools

Verint

NICE

Aspect

Genesys

Excel

Job description

Gratitude Philippines is seeking a WFM Team Lead (NLCH) for the Mall of Asia site. The role onsite requires shifting schedules and leadership of a workforce-analytics team to optimize staffing, forecasting, and policy execution in a contact center environment.

The ideal candidate has 1–4 years in WFM/Reporting, a related bachelor’s degree, and hands-on experience with major WFM tools (Verint, NICE, Aspect, Genesys) and strong Excel/data analysis skills.