WFM Team Lead: Real-Time Forecasting & Leadership (Onsite)

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 500,000 - 800,000; Full time

Benefits offered by this job

HMO for employee & 2 dependents

Quarterly bonus

Career development opportunities

24 leaves annually

Job summary

INFOSYS BPM LIMITED Philippine Branch in Taguig is seeking a Workforce Management Team Lead (WFM/RTA) to oversee real-time monitoring, forecasting, scheduling, and capacity planning. The role involves liaising with onshore leads, managing a team, and driving data-driven recommendations to optimize workforce performance.

The ideal candidate has 4+ years in BPO/BPM, at least 2 years in a leadership role, and is comfortable working in rotational shifts onsite at BGC Taguig. Start date is ASAP.

Qualifications

• 4+ years experience in customer service and workforce in the BPO/BPM industry
• Bachelor’s degree in any course
• Minimum 2 years in a leadership role (team lead experience)
• Willingness to work in rotational shifts
• Amenable to onsite work in BGC Taguig
• Able to start ASAP
• Strong end-to-end understanding of real-time monitoring, forecasting, scheduling and capacity planning
• Adaptable to changes in tools/processes including ASPECT, IEX, Genesys, SAP and Oracle

Responsibilities

• Create forecast and staffing models to ensure optimal workforce staffing
• Monitor real-time request queues and ensure adherence to schedules based on volume forecast
• Monitor SLAs and implement contingency plans
• Provide data-supported recommendations
• Build relationships with internal and external clients/customers
• Participate in special projects and other duties as assigned
• Interact and negotiate with all levels of management

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

People management

Coaching & mentoring

Communication skills

Decision making

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

INFOSYS BPM LIMITED Philippine Branch in Taguig is seeking a Workforce Management Team Lead (WFM/RTA) to oversee real-time monitoring, forecasting, scheduling, and capacity planning. The role involves liaising with onshore leads, managing a team, and driving data-driven recommendations to optimize workforce performance.

The ideal candidate has 4+ years in BPO/BPM, at least 2 years in a leadership role, and is comfortable working in rotational shifts onsite at BGC Taguig. Start date is ASAP.