WFM Team Lead - Real-Time Scheduling & Insights

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 725,000 - 1,004,000; Full time

Benefits offered by this job

HMO

Bonus

Career growth

Leaves

Job summary

INFOSYS BPM LIMITED Philippine Branch is seeking a WorkForce Management Team Leader for the BGC Taguig site to oversee workforce planning, forecasting, scheduling, and analytics. The role requires hands-on leadership of a WFM team and close collaboration with onshore leads to drive capacity and performance.

The ideal candidate has at least 4 years in customer service/workforce within BPM/BPO, a Bachelor’s degree, and a minimum of 2 years in a leadership role.

Qualifications

• Minimum 4 years in customer service and workforce in BPO/BPM.
• Bachelor's degree in any course.
• At least 2 years in a leadership role as a team lead.
• Willing to work in rotational shifts.
• Strong knowledge of end-to-end real-time monitoring and capacity planning.
• Proficient with ASPECT, IEX, Genesys, SAP and Oracle.

Responsibilities

• Forecast and staffing models to optimize workforce.
• Monitor real-time queues and adherence to schedules.
• Monitor SLAs and contingency plans.
• Provide data-supported recommendations.
• Build relationships with clients/customers.
• Participate in special projects and other duties.
• Interact with all levels of management.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Leadership

Coaching

Communication

Analytical skills

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

INFOSYS BPM LIMITED Philippine Branch is seeking a WorkForce Management Team Leader for the BGC Taguig site to oversee workforce planning, forecasting, scheduling, and analytics. The role requires hands-on leadership of a WFM team and close collaboration with onshore leads to drive capacity and performance.

The ideal candidate has at least 4 years in customer service/workforce within BPM/BPO, a Bachelor’s degree, and a minimum of 2 years in a leadership role.