WFM Team Lead - Onsite, Real-Time Forecasting & Scheduling

Infosys BPM Philippines; Taguig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO on Day 1 and 2 dependents

Quarterly performance bonus

24 leaves annually

Job summary

Infosys BPM Philippines in Taguig is seeking a Workforce Team Lead to liaise with onshore leads, oversee workforce management, and drive capacity planning with real-time scheduling and insights that support business objectives.

The role requires 4+ years in customer service/workforce within BPO/BPM, 2+ years in a leadership role, and willingness to work rotational shifts onsite at BGC Taguig. Expect active team coaching and cross-functional collaboration.

Qualifications

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
• Bachelor's degree in any course
• A minimum of 2 years in a leadership role. Must already have experience in a team leader role.
• Willingness to work in rotational shifts

Responsibilities

• Ensure that workforce is staffed optimally by creating forecast and staffing models
• Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast
• Monitor SLAs and initiate contingency plans
• Builds effective working relationships with internal and external clients/customers
• Participates in special projects and other duties assigned
• Interact and negotiate with all levels of management
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

Skills

End-to-end monitoring

Forecasting

Scheduling

Capacity planning

People management

Coaching & mentoring

Verbal & written comms

Decision making

Problem solving

ASPECT

IEX

Genesys

SAP

Oracle

Leadership experience

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

Infosys BPM Philippines in Taguig is seeking a Workforce Team Lead to liaise with onshore leads, oversee workforce management, and drive capacity planning with real-time scheduling and insights that support business objectives.

The role requires 4+ years in customer service/workforce within BPO/BPM, 2+ years in a leadership role, and willingness to work rotational shifts onsite at BGC Taguig. Expect active team coaching and cross-functional collaboration.