WFM Team Lead (Travel Account)

Stafflink Express; Muntinlupa; Presencial; PHP 406.000 - 487.000; Jornada completa

Descripción de la vacante

Stafflink Express in Alabang is seeking a WFM Team Lead to supervise and optimize the workforce management function for a travel account. This onsite role requires guiding the WFM team, forecasting staffing needs, and delivering data-driven scheduling and performance reporting.

You will collaborate with operations and HR, coach agents on adherence, and implement process improvements. The position calls for 1-2 years WFM leadership experience, strong Excel skills, and excellent communication in

Formación

• 1–2 years minimum experience as WFM Team Lead
• Experience in WFM field and in contact center environments
• Proven leadership with coaching and performance feedback
• Strong analytical skills and familiarity with WFM software and Excel

Responsabilidades

• Monitor workforce metrics (occupancy, adherence, shrinkage, service levels) to identify trends
• Create and manage schedules aligning staffing with demand while controlling costs
• Lead and supervise the WFM team with coaching and feedback
• Forecast staffing needs based on call volume and business needs
• Track and report KPIs to senior management and propose corrective actions
• Implement process improvements to boost efficiency and effectiveness
• Train agents on scheduling policies and time management
• Address scheduling conflicts promptly and professionally
• Coordinate with HR/payroll on attendance data
• Support development and maintenance of WFM tools and systems

Conocimientos

WFM leadership

Excel proficiency

Call center operations

English communication

Herramientas

WFM systems

Descripción del empleo

Job Title: WFM Team Lead
Program: Travel account
Site: Alabang
Work Setup: Work Onsite
Shift Schedule: Will be discussed during HM interview
Target Start Date: ASAP
Salary Range: Php 40,000(package)

Key responsibilities:

• Monitor and analyze workforce management metrics including occupancy, adherence, shrinkage and service levels to identify trends and opportunities for improvement
• Create and manage schedules that align staffing levels with customer demand whilst minimizing labor costs
• Lead and supervise the WFM team, providing coaching, guidance and performance feedback to ensure team members are meeting their objectives
• Collaborate with operations and management teams to forecast staffing requirements based on call volume projections and business needs
• Track and report on key performance indicators (KPIs) to senior management, highlighting variances and recommending corrective actions
• Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness
• Conduct training sessions for agents on scheduling policies, time management and adherence expectations
• Respond to scheduling challenges and staffing conflicts in a timely and professional manner
• Liaise with HR and payroll departments to ensure accurate recording of employee time and attendance data
• Support the development and maintenance of workforce management tools and systems

What we’re looking for:

• At least 1-2 years of minimum experience as WFM Team Lead (non-negotiable)
• At least with experience in WFM field
• Proven experience in a workforce management or operations management role within a contact center or call center environment
• Demonstrated leadership experience with the ability to motivate and develop team members effectively
• Strong analytical skills with proficiency in workforce management systems and Excel or similar data analysis tools
• In-depth knowledge of call center operations, including staffing models, forecasting methodologies and scheduling principles
• Excellent communication and interpersonal skills with the ability to work collaboratively across multiple departments
• Strong problem-solving abilities with a focus on identifying practical solutions to operational challenges
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in English, both written and verbal
• Familiarity with contact center metrics and KPIs such as AHT, ASA, FCR and quality scores is advantageous
• Experience with workforce management software platforms is preferred