WFM Team Lead – Travel Account

Gratitude Philippines; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Gratitude Philippines is seeking an experienced WFM Team Lead to guide workforce management for a Travel account. You will oversee planning, scheduling, forecasting and performance reporting to ensure service levels meet customer demand.

The ideal candidate has hands-on WFM experience, strong analytical and leadership skills, and understands contact center metrics, AHT, ASA, FCR, adherence, occupancy and service levels.

Qualifications

• Minimum 1–2 years as a WFM Team Lead in non-negotiable.
• Proven WFM or contact center operations experience.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal English communication.

Responsibilities

• Monitor WFM metrics such as occupancy, adherence, shrinkage, and service levels.
• Create and manage workforce schedules aligned with demand and costs.
• Lead and coach the WFM team with performance feedback.
• Forecast staffing based on call volume projections and business needs.
• Track and report KPIs to senior management.
• Identify variances and recommend corrective actions.
• Implement WFM improvements to boost efficiency.
• Train agents on scheduling policies and adherence expectations.
• Coordinate with HR and Payroll on attendance records.
• Support development and maintenance of WFM tools and systems.
• Manage competing priorities to meet deadlines.

Skills

Leadership

Analytical skills

Excel

Forecasting

Scheduling

WFM knowledge

Communication skills

Team motivation

Interpersonal skills

Tools

WFM software/platforms

Job description

JOb Title : WFM Team Lead – Travel Account

Job Summary

We are looking for an experienced WFM Team Lead to lead workforce management activities for a Travel account. The role will be responsible for workforce planning, scheduling, forecasting, performance monitoring, reporting, and ensuring staffing levels are aligned with business and customer demand.

The ideal candidate should have hands-on WFM experience, strong analytical skills, leadership capabilities, and a solid understanding of contact center operations and workforce management metrics.

Key Responsibilities

• Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels to identify trends and improvement opportunities.
• Create and manage workforce schedules aligned with customer demand while optimizing labor costs.
• Lead and supervise the WFM team through coaching, guidance, and performance feedback.
• Collaborate with Operations and Management teams to forecast staffing requirements based on call volume projections and business needs.
• Track and report key performance indicators (KPIs) to senior management.
• Highlight performance variances and recommend appropriate corrective actions.
• Implement process improvements and WFM best practices to improve workforce efficiency and operational effectiveness.
• Conduct training sessions for agents on scheduling policies, time management, and adherence expectations.
• Address scheduling challenges and staffing conflicts in a timely and professional manner.
• Coordinate with HR and Payroll teams to ensure accurate employee time and attendance records.
• Support the development and maintenance of workforce management tools and systems.
• Manage multiple priorities and deliver WFM requirements within established deadlines.

Required Qualifications

• Minimum 1–2 years of experience as a WFM Team Lead – Non‑Negotiable.
• Prior experience in the WFM field is mandatory.
• Proven experience in workforce management or operations management within a contact center/call center environment.
• Demonstrated leadership experience with the ability to motivate and develop team members.
• Strong analytical and problem‑solving skills.
• Proficiency in Excel or similar data analysis tools.
• Strong understanding of staffing models, forecasting methodologies, and scheduling principles.
• Good knowledge of contact center operations and WFM metrics.
• Excellent written and verbal English communication skills.
• Strong interpersonal and collaboration skills.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Experience with workforce management software/platforms is preferred.
• Familiarity with AHT, ASA, FCR, adherence, occupancy, service levels, and quality metrics is advantageous.

Pre‑Screening Questions

• How many years of total BPO/Contact Center experience do you have?
• How many years of experience do you have specifically as a WFM Team Lead?
• Total WFM Experience:
• Last Drawn Salary:
• Salary Expectation:

Important Eligibility

Former Teleperformance employees are not eligible for rehire, either directly or through a third party.