WFM Team Lead: Scheduling, Forecasting & Reporting (Onsite)

Gratitude Philippines; Manila; On-site; PHP 497,624 - 596,055; Full time

Job summary

Gratitude Philippines is hiring a Workforce Management Team Lead to oversee planning, scheduling, forecasting, and reporting for a busy contact centre. The role requires leading a team of contributors and coordinating with operations to meet staffing needs.

The successful candidate will manage daily WFM activities, drive process improvements, and ensure adherence to shift schedules while coordinating with Mall of Asia area teams on onsite work.

Qualifications

• Bachelor's degree in a relevant field is required.
• 1–4 years of WFM, reporting, scheduling, forecasting, or contact centre operations experience.
• Experience as Reports Analyst/ Supervisor/ WFM Team Lead or similar role in BPO/contact centre.
• Hands-on with staffing, scheduling, forecasting, reporting and workforce planning.

Responsibilities

• Manage workforce planning, staffing, scheduling, forecasting, and reporting activities.
• Oversee short term operational activities within the WFM team.
• Monitor staffing requirements and recommend appropriate workforce adjustments.
• Prepare and analyze workforce reports and operational data.
• Support the implementation of WFM systems, policies, and procedures.
• Make operational decisions within the assigned area of responsibility.
• Supervise team members and monitor the completion of assigned deliverables.
• Collaborate with operations and support teams to address staffing and performance concerns.
• Identify opportunities to improve workforce processes and daily operations.
• Lead specialized WFM projects and provide guidance to less experienced team members.

Skills

Workforce Management

Workforce Planning

Forecasting & Scheduling

Staffing & Capacity Planning

WFM Reporting

Microsoft Excel

Data Analysis

BPO & Contact Centre Ops

Team Leadership

Verint

NICE

Aspect

Genesys

Process Improvement

Education

Bachelor's degree in a relevant field

Tools

Verint

NICE

Aspect

Genesys

Job description

Gratitude Philippines is hiring a Workforce Management Team Lead to oversee planning, scheduling, forecasting, and reporting for a busy contact centre. The role requires leading a team of contributors and coordinating with operations to meet staffing needs.

The successful candidate will manage daily WFM activities, drive process improvements, and ensure adherence to shift schedules while coordinating with Mall of Asia area teams on onsite work.