WFM Team Lead — Onsite Scheduling & Forecasting

Gratitude Philippines; Manila; Presencial; PHP 406.000 - 487.000; Jornada completa

Descripción de la vacante

Gratitude Philippines seeks an experienced Workload Management (WFM) Team Lead to oversee forecasting, scheduling, and performance for our Travel account. The role requires leadership, strong analytics, and a focus on staffing efficiency.

You will lead the WFM team, translate data into insights, and collaborate with Operations and HR to ensure optimal staffing and service levels. Start ASAP with a PHP 40,000 monthly salary.

Formación

• 1–2 years of experience as a WFM Team Lead.
• Experience in Workforce Management within a contact center.
• Proven leadership in WFM or operations management.
• Strong understanding of staffing, forecasting, scheduling, and real-time WFM.
• Analytical with ability to interpret data and propose solutions.
• Proficient in Excel or similar data-analysis tools.
• Excellent written and verbal English communications.

Responsabilidades

• Monitor and analyze WFM metrics to identify trends and improvements.
• Develop and optimize schedules to meet demand while controlling costs.
• Lead and coach the WFM team to achieve objectives.
• Forecast staffing requirements based on call volume and needs.
• Track KPIs and report variances to senior management.
• Implement best practices to improve staffing efficiency.
• Train agents on scheduling policies and adherence.
• Coordinate with HR and Payroll on attendance data.
• Support WFM tools, systems, and processes.

Conocimientos

WFM Team Lead

Contact center

Leadership

Excel

English

WFM software

Herramientas

WFM software

Descripción del empleo

Gratitude Philippines seeks an experienced Workload Management (WFM) Team Lead to oversee forecasting, scheduling, and performance for our Travel account. The role requires leadership, strong analytics, and a focus on staffing efficiency.

You will lead the WFM team, translate data into insights, and collaborate with Operations and HR to ensure optimal staffing and service levels. Start ASAP with a PHP 40,000 monthly salary.