WFM Team Lead - Taguig

Hammerjack Pty Ltd; Taguig; On-site; PHP 800,000 - 1,000,000; Full time

Benefits offered by this job

HMO coverage for employee and depend 2

Quarterly performance bonus

Career development opportunities

24 leaves annually

Job summary

Infosys BPM Philippines is seeking a Workforce Team Lead to manage end-to-end WFM processes in BGC Taguig. The role involves forecasting, scheduling, capacity planning, and real-time monitoring to optimize staffing and service levels.

The ideal candidate has 4+ years in BPO workforce roles, 2+ years in leadership, and is comfortable with rotational shifts. On-site work in BGC Taguig is required and collaboration with onshore leads is essential.

Qualifications

• 4 years of experience in customer service and workforce in the BPO/BPM industry
• Bachelor's degree in any course
• Minimum 2 years in a leadership role
• Willingness to work in rotational shifts

Responsibilities

• Create forecast and staffing models to staff the workforce
• Monitor real-time request queues and adherence to schedules
• Monitor SLAs and implement contingency plans
• Make data-supported recommendations
• Build effective relationships with internal and external clients
• Participate in special projects and other duties
• Interact and negotiate with all levels of management

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

ASPECT tool

IEX

Genesys

SAP

Oracle

Team leadership

Coaching

Analytical skills

Communication

Education

Bachelor's degree

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

Workforce Team Lead (WFM – BGC Taguig)

Are you ready to make an impact Join as a Workforce Team Leadand jumpstart your career!

Summary/Description:

• Liaison with onshore lead and participate in business/capacity planning workshop
• Oversee management of workforce and related function
• Coordinate peak and trough schedule management
• Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITE in BGC Taguig.
• Able to start ASAP

Education and Other Requirements:

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
• Bachelors degree in any course
• A minimum of 2 years in a leadership role. Must already have experience in a team leader role.
• Willingness to work in rotational shifts

General Knowledge & Skills:

• Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning
• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Job Responsibilities:

• Ensure that workforce is staffed optimally by creating forecast and staffing models
• Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast
• Monitor SLAs and initiate contingency plans
• Makes data-supported recommendations
• Builds effective working relationships with internal and external clients/customers
• Participates in special projects and other duties assigned
• Interact and negotiate with all levels of management

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

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