WFM Team Lead: Scheduling & Performance Champion

Gratitude Philippines; Manila; On-site; PHP 480,000 - 840,000; Full time

Job summary

Gratitude Philippines is seeking a skilled WFM Team Lead to oversee scheduling and performance in a busy contact center. You will monitor metrics, forecast staffing needs and coach the WFM team to meet service levels while controlling labor costs.

Strong English communication and experience with WFM software are required, with a track record in forecasting, scheduling and call center operations.

Qualifications

• Leadership experience guiding teams in a fast-paced environment.
• Ability to create and optimize staff schedules with cost control.

Responsibilities

• Monitor and analyze WFM metrics (occupancy, adherence, shrinkage, service levels) to spot trends and improve ops.
• Create and manage schedules aligning staffing with demand while minimizing labor costs.
• Lead and supervise the WFM team, coach and provide performance feedback to meet objectives.
• Collaborate with operations to forecast staffing based on call volumes and business needs.
• Track and report KPIs to senior management, highlight variances, and recommend actions.
• Implement process improvements to boost workforce efficiency and operations.
• Conduct training for agents on scheduling policies, time management and adherence.
• Respond to scheduling challenges and staffing conflicts promptly.
• Liaise with HR and payroll to ensure accurate time and attendance records.
• Support development and maintenance of WFM tools and systems.

Skills

Leadership

Scheduling

Analytics

Excel

WFM software

Call center ops

Communication

Problem-solving

Multitasking

Tools

Excel

WFM software

Job description

Gratitude Philippines is seeking a skilled WFM Team Lead to oversee scheduling and performance in a busy contact center. You will monitor metrics, forecast staffing needs and coach the WFM team to meet service levels while controlling labor costs.

Strong English communication and experience with WFM software are required, with a track record in forecasting, scheduling and call center operations.