WFM Team Lead — Travel Account (Onsite)

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

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