Workforce Management Team Lead

Gratitude Philippines; Davao del Sur; On-site; PHP 355,446 - 425,754; Full time

Job summary

Gratitude Philippines is seeking a Workforce Management Team Lead in Davao City to oversee real time operations, scheduling, forecasting, and reporting within a BPO setting. The role requires leading a team, coaching members, and collaborating with Operations to meet staffing and performance goals.

The candidate will guide daily WFM activities, implement improvements, and ensure effective use of WFM systems. Onsite work with shifting schedules is expected.

Qualifications

• Two to three years of Workforce Management experience in a BPO or contact centre environment.
• At least one year of leadership, supervisory, or team management experience.
• Experience in end to end WFM functions: real time management, scheduling, forecasting, staffing, and reporting.
• Hands-on experience with WFM tools and Real Time Adherence tools.
• Advanced Microsoft Excel and reporting skills.
• Strong analytical and problem-solving abilities.
• Strong leadership, coaching, communication, and stakeholder management skills.

Responsibilities

• Lead the Real Time Analyst, scheduling, and forecasting functions.
• Manage daily WFM operations and team deliverables.
• Monitor team performance and provide coaching and development.
• Ensure staffing, scheduling, and forecasting activities support operational requirements.
• Collaborate with Operations and other stakeholders on workforce strategies.
• Analyse workforce trends, performance data, and staffing requirements.
• Prepare accurate workforce reports and management updates.
• Identify process gaps and implement operational improvements.
• Support schedule adherence and real time workforce adjustments.
• Ensure the effective use of WFM systems and reporting tools.

Skills

WFM

Team Leadership

Real Time Management

Real Time Adherence

Scheduling

Forecasting

Staffing & Capacity Planning

Workforce Reporting

MS Excel

Data Analysis

BPO & Contact Centre Ops

Coaching & Development

Stakeholder Management

Process Improvement

Tools

WFM tools

Real Time Adherence tools

Job description

JOB TITLE: Workforce Management Team Lead

LOCATION: Davao City
WORK SETUP: Work From Office / Onsite
WORK SHIFT: Shifting Schedule
EMPLOYMENT TYPE: Full Time
SALARY: PHP 35,000 Monthly
EXPERIENCE REQUIRED:2 to 3 Years in WFM, Including 1 Year in Leadership

ROLE OVERVIEW

We are urgently hiring a Workforce Management Team Lead with strong BPO experience in real time management, scheduling, forecasting, reporting, and workforce planning.

The successful candidate will lead the WFM team, manage daily workforce activities, coach team members, collaborate with Operations, and implement improvements that support staffing and performance goals.

KEY RESPONSIBILITIES

• Lead the Real Time Analyst, scheduling, and forecasting functions
• Manage daily WFM operations and team deliverables
• Monitor team performance and provide coaching and development
• Ensure staffing, scheduling, and forecasting activities support operational requirements
• Collaborate with Operations and other stakeholders on workforce strategies
• Analyse workforce trends, performance data, and staffing requirements
• Prepare accurate workforce reports and management updates
• Identify process gaps and implement operational improvements
• Support schedule adherence and real time workforce adjustments
• Ensure the effective use of WFM systems and reporting tools

QUALIFICATIONS

• At least two to three years of Workforce Management experience in a BPO or contact centre environment
• At least one year of leadership, supervisory, or team management experience
• Experience in end to end WFM functions, including real time management, scheduling, forecasting, staffing, and reporting
• Hands on experience with WFM tools and Real Time Adherence tools
• Advanced Microsoft Excel and reporting skills
• Strong analytical and problem solving abilities
• Strong leadership, coaching, communication, and stakeholder management skills
• Able to work onsite in Davao City
• Willing to follow a shifting schedule

KEY SKILLS

• Workforce Management
• WFM Team Leadership
• Real Time Management
• Real Time Adherence
• Scheduling
• Forecasting
• Staffing and Capacity Planning
• Workforce Reporting
• Microsoft Excel
• Data Analysis
• BPO and Contact Centre Operations
• Coaching and Team Development
• Stakeholder Management
• Process Improvement

PRE SCREENING QUESTIONS

1. What is your highest educational attainment, current or most recent role, and total years of WFM and BPO experience?
2. Briefly describe your experience with real time management, staffing, scheduling, forecasting, reporting, and Microsoft Excel.
3. How many years of leadership experience do you have, and what type or size of team have you managed?
4. Which WFM and Real Time Adherence tools have you used?
5. Are you willing to work onsite in Davao City on a shifting schedule?
6. What are your current or last salary, expected salary, notice period, and earliest available start date?