WFM Team Lead — Real-Time Scheduling & Forecasting (Onsite)

Tasq Work; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO for Employee and Dependents (OnDay

Quarterly performance bonus

Career development opportunities

Leaves entitlement

Job summary

Tasq Work is seeking a Workforce Manager to oversee real-time monitoring, forecasting, scheduling, and capacity planning within our BPO/BPM operations in Taguig. The role requires strong leadership and the ability to coach teams in a fast-paced environment.

The candidate should have Verint experience, a bachelor’s degree, and a proven track record in rotational/shifting schedules. You will collaborate with clients to optimize staffing and service levels.

Qualifications

• 4+ years in BPO/BPM workforce management and customer service.
• Verint background is required.
• 2+ years in a leadership or team-leader role.
• Willingness to work in rotational shifts.

Responsibilities

• Staff workforce optimally by forecasting and staffing models.
• Monitor real-time queues and ensure adherence to planned schedules.
• Monitor SLAs and initiate contingency plans.
• Make data-supported recommendations.
• Builds effective working relationships with internal and external clients/customers.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Leadership

People coaching

Education

Bachelor's degree

Verint background

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

Tasq Work is seeking a Workforce Manager to oversee real-time monitoring, forecasting, scheduling, and capacity planning within our BPO/BPM operations in Taguig. The role requires strong leadership and the ability to coach teams in a fast-paced environment.

The candidate should have Verint experience, a bachelor’s degree, and a proven track record in rotational/shifting schedules. You will collaborate with clients to optimize staffing and service levels.