WFM Team Lead - Real-Time Scheduling & Forecasting

Gratitude Philippines

Davao City

On-site

PHP 355,000 - 426,000

Full time

14 days+

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Job summary

Gratitude Philippines is actively seeking a Workforce Management Team Lead in Davao City to oversee real-time management, scheduling, forecasting, reporting and strategic staffing. The role demands warm leadership of the WFM team, strong coaching, and close collaboration with Operations to hit staffing and performance goals.

The ideal candidate has 2–3 years in WFM with at least 1 year in leadership, hands-on experience with WFM tools and strong Excel/reporting skills.

Qualifications

2 to 3 years in Workforce Management, preferably in BPO or contact centre
1 year in leadership, supervisory or team management roles
End-to-end WFM experience including real time management, scheduling, forecasting, staffing and reporting
Hands-on experience with WFM tools and Real Time Adherence tools
Advanced Microsoft Excel and reporting skills
Strong analytical and problem-solving abilities
Strong leadership, coaching, stakeholder management and communication skills
Onsite work requirement in Davao City
Willing to follow a shifting schedule

Responsibilities

Lead Real Time Analyst, scheduling and forecasting functions
Manage daily WFM operations and team deliverables
Monitor team performance and provide coaching and development
Ensure staffing, scheduling, and forecasting align with operational requirements
Collaborate with Operations and stakeholders on workforce strategies
Analyse workforce trends, performance data, and staffing needs
Prepare accurate workforce reports and management updates
Identify process gaps and implement improvements
Support schedule adherence and real-time workforce adjustments
Ensure effective use of WFM systems and reporting tools