WFM Team Lead - Onsite in Taguig, Forecasting & Scheduling

Hammerjack Pty Ltd; Taguig; On-site; PHP 800,000 - 1,000,000; Full time

Benefits offered by this job

HMO coverage for employee and depend 2

Quarterly performance bonus

Career development opportunities

24 leaves annually

Job summary

Infosys BPM Philippines is seeking a Workforce Team Lead to manage end-to-end WFM processes in BGC Taguig. The role involves forecasting, scheduling, capacity planning, and real-time monitoring to optimize staffing and service levels.

The ideal candidate has 4+ years in BPO workforce roles, 2+ years in leadership, and is comfortable with rotational shifts. On-site work in BGC Taguig is required and collaboration with onshore leads is essential.

Qualifications

• 4 years of experience in customer service and workforce in the BPO/BPM industry
• Bachelor's degree in any course
• Minimum 2 years in a leadership role
• Willingness to work in rotational shifts

Responsibilities

• Create forecast and staffing models to staff the workforce
• Monitor real-time request queues and adherence to schedules
• Monitor SLAs and implement contingency plans
• Make data-supported recommendations
• Build effective relationships with internal and external clients
• Participate in special projects and other duties
• Interact and negotiate with all levels of management

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

ASPECT tool

IEX

Genesys

SAP

Oracle

Team leadership

Coaching

Analytical skills

Communication

Education

Bachelor's degree

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

Infosys BPM Philippines is seeking a Workforce Team Lead to manage end-to-end WFM processes in BGC Taguig. The role involves forecasting, scheduling, capacity planning, and real-time monitoring to optimize staffing and service levels.

The ideal candidate has 4+ years in BPO workforce roles, 2+ years in leadership, and is comfortable with rotational shifts. On-site work in BGC Taguig is required and collaboration with onshore leads is essential.