WFM Team Lead-MOA

Gratitude Philippines; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Gratitude Philippines is seeking a WFM Team Lead to oversee workforce planning, staffing, scheduling, forecasting, reporting, and operational support in a 100% onsite contact center in Metro Manila.

The role requires strong analytics, leadership, and the ability to turn data into improvements in efficiency, productivity, and customer experience. Practical WFM experience in a BPO environment is essential.

Qualifications

• Bachelor's degree in a related field.
• 1–4 years of WFM, Reporting, Scheduling, Forecasting or Contact Center Operations.
• Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
• Previous experience in a BPO or Contact Center environment.
• Hands-on knowledge of WFM platforms such as Verint, NICE, Aspect, Genesys, or similar tools.
• Strong Microsoft Excel, reporting, data analysis, and problem-solving skills.
• Practical experience with staffing, scheduling, forecasting, and workforce planning.
• Demonstrated leadership or team management experience.
• Excellent communication and stakeholder management skills.
• Ability to work independently, manage priorities, and make sound operational decisions.

Responsibilities

• Lead and oversee day-to-day Workforce Management (WFM) activities across the contact center.
• Manage staffing, scheduling, forecasting, capacity planning, and workforce optimization.
• Monitor workforce requirements and proactively identify staffing gaps and operational risks.
• Analyze workforce and performance data to support informed business decisions.
• Prepare and deliver accurate reports, dashboards, and workforce insights.
• Ensure effective implementation of WFM policies, processes, and procedures.
• Support training program implementation and monitoring when required.
• Oversee contact center quality and operational support initiatives.
• Lead short-term workforce activities and operational projects within scope.
• Identify opportunities to improve daily processes, productivity, and operational efficiency.
• Provide guidance, coaching, and professional expertise to team members.
• Collaborate with Operations and stakeholders to resolve workforce-related challenges.
• Take ownership of assigned projects and ensure high-quality deliverables.

Skills

Analytical thinking

Leadership

Stakeholder management

Excel

Education

Bachelor's degree in a related field

Tools

Verint

NICE

Aspect

Genesys

Job description

WFM Team Lead – Workforce Management

Location: Mall of Asia (MOA), Pasay City, Metro Manila

Work Setup: 100% Onsite

Schedule: Shifting Schedule

Employment Type: Full-Time

Lead Workforce Excellence in a High-Performance Contact Center

Are you a Workforce Management professional ready to take the next step in your career?

We are looking for a highly analytical and results-driven WFM Team Lead to oversee workforce planning, staffing, scheduling, forecasting, reporting, and operational support within a dynamic contact center environment.

This role is ideal for a WFM professional who combines strong analytical skills with people leadership and can turn workforce data into actionable decisions that improve efficiency, productivity, and customer experience.

What You'll Do

• Lead and oversee day-to-day Workforce Management (WFM) activities across the contact center.
• Manage staffing, scheduling, forecasting, capacity planning, and workforce optimization.
• Monitor workforce requirements and proactively identify staffing gaps and operational risks.
• Analyze workforce and performance data to support informed business decisions.
• Prepare and deliver accurate reports, dashboards, and workforce insights.
• Ensure effective implementation of WFM policies, processes, and procedures.
• Support the implementation and monitoring of training programs when required.
• Oversee contact center quality and operational support initiatives.
• Lead short-term workforce activities and operational projects within the assigned scope.
• Identify opportunities to improve daily processes, productivity, and operational efficiency.
• Provide guidance, coaching, and professional expertise to team members.
• Collaborate with Operations and other stakeholders to resolve workforce-related challenges.
• Take ownership of assigned projects and ensure high-quality deliverables.

What We're Looking For

Required Qualifications:

• Bachelor's degree in a related field.
• 1–4 years of relevant experience in WFM, Reporting, Scheduling, Forecasting, or Contact Center Operations.
• Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
• Previous experience in a BPO or Contact Center environment.
• Hands-on knowledge of WFM platforms such as Verint, NICE, Aspect, Genesys, or similar tools.
• Strong Microsoft Excel, reporting, data analysis, and problem-solving skills.
• Practical experience with staffing, scheduling, forecasting, and workforce planning.
• Demonstrated leadership or team management experience.
• Excellent communication and stakeholder management skills.
• Ability to work independently, manage priorities, and make sound operational decisions.

Why This Opportunity?

This is an excellent opportunity for a WFM Analyst, Reports Analyst, Reports Supervisor, or Team Lead looking to move into a stronger workforce leadership position.

You'll have the opportunity to influence staffing efficiency, workforce planning, operational performance, and process improvement while working alongside a professional contact center team.

Ready for Your Next Career Move?

If you have strong WFM expertise, analytical capabilities, contact center experience, and leadership skills, this could be your next opportunity.