WFM Team Lead: Real-Time Forecasting & Coaching

Gratitude Philippines; Manila; On-site; PHP 355,446 - 425,754; Full time

Job summary

Gratitude Philippines is seeking a WFM Team Lead to manage forecast, scheduling, and real-time adherence for our Manila-area operations. The role is onsite in Davao City with shifting schedules, reporting to Operations leadership.

The ideal candidate has 2–3 years in WFM within a BPO, plus at least 1 year in a supervisory role, and strong Excel and reporting skills to drive performance and process improvements.

Qualifications

• 2–3 years in Workforce Management (WFM) in a BPO setting, with at least 1 year in leadership/supervisory role.
• Hands-on experience in end-to-end WFM functions (RTA, Scheduling, Forecasting).
• Advanced MS Excel skills and ability to generate operational reports.
• Strong leadership, decision-making, and stakeholder management capabilities.

Responsibilities

• Oversee real-time adherence (RTA), scheduling, and forecasting to optimize workforce efficiency.
• Drive team performance through coaching, mentoring, and development.
• Partner closely with Operations leaders to design and execute effective workforce strategies.
• Analyze operational trends and data to implement continuous process improvements.

Skills

Leadership

Forecasting

Scheduling

RTA

Stakeholder management

Tools

MS Excel

Job description

Gratitude Philippines is seeking a WFM Team Lead to manage forecast, scheduling, and real-time adherence for our Manila-area operations. The role is onsite in Davao City with shifting schedules, reporting to Operations leadership.

The ideal candidate has 2–3 years in WFM within a BPO, plus at least 1 year in a supervisory role, and strong Excel and reporting skills to drive performance and process improvements.