WFM Team Lead – Onsite (Alabang) | Forecasting & SLA

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Immediate HMO coverage for employee and two dependents

Quarterly performance bonuses

24 annual leave credits

Rapid career advancement opportunities

Job summary

A staffing solutions provider is looking for a WFM Team Lead to optimize forecasting and staffing models and ensure operational efficiency. The ideal candidate will have at least 4 years of experience in the BPO sector and 2 years in a leadership role. Responsibilities include monitoring SLAs and providing data-driven recommendations. Immediate benefits include HMO for employees and dependents, performance bonuses, and 24 annual leave credits.

Qualifications

• Minimum of 2 years in a team lead role with experience managing and motivating staff.
• At least 4 years of experience within the BPO/BPM sector, specifically in customer service and workforce management.
• Comprehensive knowledge of the WFM lifecycle.

Responsibilities

• Build and refine forecasting and staffing models to maintain operational efficiency.
• Supervise request queues in real-time, ensuring adherence to schedules.
• Monitor Service Level Agreements and execute contingency plans.

Skills

Leadership Experience

Customer Service

Workforce Management

Data Analysis

Stakeholder Management

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

A staffing solutions provider is looking for a WFM Team Lead to optimize forecasting and staffing models and ensure operational efficiency. The ideal candidate will have at least 4 years of experience in the BPO sector and 2 years in a leadership role. Responsibilities include monitoring SLAs and providing data-driven recommendations. Immediate benefits include HMO for employees and dependents, performance bonuses, and 24 annual leave credits.