WFM Team Lead-NLCH

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

Job Details

• Job Title: WFM Team Lead (NLCH)

• Salary: Up to ₱49,000 Max + 20% Night Differential

• Work Location: Mall of Asia (MOA)

• Work Setup & Schedule: Onsite / Shifting Schedule

Job Description

The WFM Team Lead oversees and holds full responsibility for all operational workforce support within the contact center. This role ensures optimal staffing, scheduling, forecasting, and policy execution to drive operational efficiency.

Key Responsibilities

• Workforce Planning & Execution: Facilitate and monitor all aspects of workforce planning, including staffing models, schedule optimization, and long/short-term forecasting systems.

• Operational Leadership: Manage a team of individual contributors, overseeing day-to-day short-term activities and ensuring professional excellence across all deliverables.

• Quality & Training Alignment: Support contact center quality standards and monitor the execution of training programs and system implementations.

• Process Improvement: Autonomously identify, initiate, and execute specialized projects to significantly enhance daily operations and workflow efficiency.

• Expertise & Mentorship: Apply comprehensive domain knowledge to guide, supervise, and improve the output of junior workforce analysts and professionals.

Required Qualifications

• Education: Bachelor’s degree in a related field.

• Experience: 1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.

• Role Background (Mandatory): Must be a current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.

• Industry Experience: Proven track record in a BPO / Contact Center environment.

• Leadership: Demonstrated team management or leadership experience.

• Technical Skills:

  • Proficiency with WFM tools (e.g., Verint, NICE, Aspect, Genesys).

  • Advanced Microsoft Excel, reporting, and data analysis capability.

• Soft Skills: Strong verbal and written communication, decision-making, and critical problem-solving skills.