WFM Team Lead (Verint required) | BGC Taguig

Tasq Work; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO for Employee and Dependents (OnDay

Quarterly performance bonus

Career development opportunities

Leaves entitlement

Job summary

Tasq Work is seeking a Workforce Manager to oversee real-time monitoring, forecasting, scheduling, and capacity planning within our BPO/BPM operations in Taguig. The role requires strong leadership and the ability to coach teams in a fast-paced environment.

The candidate should have Verint experience, a bachelor’s degree, and a proven track record in rotational/shifting schedules. You will collaborate with clients to optimize staffing and service levels.

Qualifications

• 4+ years in BPO/BPM workforce management and customer service.
• Verint background is required.
• 2+ years in a leadership or team-leader role.
• Willingness to work in rotational shifts.

Responsibilities

• Staff workforce optimally by forecasting and staffing models.
• Monitor real-time queues and ensure adherence to planned schedules.
• Monitor SLAs and initiate contingency plans.
• Make data-supported recommendations.
• Builds effective working relationships with internal and external clients/customers.

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

Leadership

People coaching

Education

Bachelor's degree

Verint background

Tools

ASPECT tool

IEX

Genesys

SAP

Oracle

Job description

Key Qualifications:

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

Education andOtherRequirements:

• Minimum experience of4years withcustomer service and workforcein the BPO/BPM industry
• Must have Verint background (required)
• Bachelorsdegree in any course
• A minimum of2years in a leadership role.Must already have experience in ateam leader role.
• Willingness to work in rotational shifts

GeneralKnowledge &Skills:

• Demonstrates understanding ofend to endreal-time monitoring,forecasting,scheduling, and capacity planning
• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys,SAPand oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people

Job Responsibiliti es:

• Ensure that workforce is staffed optimally by creatingforecastand 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 andinitiatecontingency plans
• Makes data-supported recommendations
• Builds effective working relationships with internal and external clients/customers

Benefits

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