WFM Team Lead: Global Scheduling & Analytics

Eastvantage Careers; Philippines; Remote; PHP 700,000 - 900,000; Full time

Job summary

Eastvantage Careers is seeking an experienced Workforce Management leader to supervise a WFM team and act as an RTA analyst for a fast-paced ecommerce operations group. You will analyze data, manage headcount, and drive efficiency across email, chat, and voice channels.

The role requires strong spreadsheet proficiency, SOX/PII compliance understanding, and excellent people skills. Night shifts and some weekends may be required, with on-site work in the Philippines.

Qualifications

• Led a WFM team for at least 3 years.
• Experience as a WFM and RTA analyst for at least 1 year.
• Strong spreadsheet skills and CSV/pivot analysis.
• Excellent people management and communication skills.
• Understanding of SOX and PII compliance.

Responsibilities

• Schedule across multiple time zones and geographies.
• Forecast volumes for email, chat, and voice.
• Produce daily, weekly, and monthly Workforce Staffing reports.
• Forecast and staff to meet business demand.
• Implement business rules in CRMs (Kustomer, Zendesk, Nice inContact, Salesforce Service Cloud) and staffing tools (Tymeshift, Aspect).
• Support email, chat, social media, and outbound voice for ecommerce.
• Willingness to work night shifts and some weekends.

Skills

WFM team leadership

RTA analyst

Data analysis

People management

SOX compliance

Tools

Kustomer

Zendesk

Nice inContact

Salesforce Service Cloud

Tymeshift

Aspect

Job description

Eastvantage Careers is seeking an experienced Workforce Management leader to supervise a WFM team and act as an RTA analyst for a fast-paced ecommerce operations group. You will analyze data, manage headcount, and drive efficiency across email, chat, and voice channels.

The role requires strong spreadsheet proficiency, SOX/PII compliance understanding, and excellent people skills. Night shifts and some weekends may be required, with on-site work in the Philippines.