Workforce Management Team Lead

Gratitude Philippines; Manila; On-site; PHP 497,624 - 596,055; Full time

Job summary

Gratitude Philippines is hiring a Workforce Management Team Lead to oversee planning, scheduling, forecasting, and reporting for a busy contact centre. The role requires leading a team of contributors and coordinating with operations to meet staffing needs.

The successful candidate will manage daily WFM activities, drive process improvements, and ensure adherence to shift schedules while coordinating with Mall of Asia area teams on onsite work.

Qualifications

• Bachelor's degree in a relevant field is required.
• 1–4 years of WFM, reporting, scheduling, forecasting, or contact centre operations experience.
• Experience as Reports Analyst/ Supervisor/ WFM Team Lead or similar role in BPO/contact centre.
• Hands-on with staffing, scheduling, forecasting, reporting and workforce planning.

Responsibilities

• Manage workforce planning, staffing, scheduling, forecasting, and reporting activities.
• Oversee short term operational activities within the WFM team.
• Monitor staffing requirements and recommend appropriate workforce adjustments.
• Prepare and analyze workforce reports and operational data.
• Support the implementation of WFM systems, policies, and procedures.
• Make operational decisions within the assigned area of responsibility.
• Supervise team members and monitor the completion of assigned deliverables.
• Collaborate with operations and support teams to address staffing and performance concerns.
• Identify opportunities to improve workforce processes and daily operations.
• Lead specialized WFM projects and provide guidance to less experienced team members.

Skills

Workforce Management

Workforce Planning

Forecasting & Scheduling

Staffing & Capacity Planning

WFM Reporting

Microsoft Excel

Data Analysis

BPO & Contact Centre Ops

Team Leadership

Verint

NICE

Aspect

Genesys

Process Improvement

Education

Bachelor's degree in a relevant field

Tools

Verint

NICE

Aspect

Genesys

Job description

JOB TITLE: Workforce Management Team Lead

LOCATION: Mall of Asia, Pasay City, Metro Manila
WORK SETUP: Onsite
WORK SHIFT: Shifting Schedule
EMPLOYMENT TYPE: Full Time
MAXIMUM SALARY: PHP 49,000 Monthly
NIGHT DIFFERENTIAL: 20%
EXPERIENCE REQUIRED: 1 to 4 Years

ROLE OVERVIEW

We are urgently hiring a Workforce Management Team Lead with strong experience in workforce planning, reporting, scheduling, forecasting, and contact centre operations.

The successful candidate will oversee daily WFM activities, manage a team of individual contributors, support staffing requirements, and improve workforce processes.

KEY RESPONSIBILITIES

• Manage workforce planning, staffing, scheduling, forecasting, and reporting activities
• Oversee short term operational activities within the WFM team
• Monitor staffing requirements and recommend appropriate workforce adjustments
• Prepare and analyze workforce reports and operational data
• Support the implementation of WFM systems, policies, and procedures
• Make operational decisions within the assigned area of responsibility
• Supervise team members and monitor the completion of assigned deliverables
• Collaborate with operations and support teams to address staffing and performance concerns
• Identify opportunities to improve workforce processes and daily operations
• Lead specialized WFM projects and provide guidance to less experienced team members

QUALIFICATIONS

• Bachelor's degree in a relevant field
• One to four years of experience in Workforce Management, reporting, scheduling, forecasting, or contact centre operations
• Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, WFM Team Lead, or a similar role
• Previous experience in a BPO or contact centre environment
• Hands on experience with staffing, scheduling, forecasting, reporting, and workforce planning
• Leadership, supervisory, or team management experience
• Strong Microsoft Excel, reporting, and data analysis skills
• Experience with WFM tools such as Verint, NICE, Aspect, or Genesys
• Strong communication, analytical, leadership, and problem solving skills
• Willing to work onsite in the Mall of Asia area
• Willing to follow a shifting schedule

KEY SKILLS

• Workforce Management
• Workforce Planning
• Forecasting and Scheduling
• Staffing and Capacity Planning
• WFM Reporting
• Microsoft Excel
• Data Analysis
• BPO and Contact Centre Operations
• Team Leadership
• Verint
• NICE
• Aspect
• Genesys
• Process Improvement

PRE SCREENING QUESTIONS

1. What is your highest qualification, current or most recent role, and total years of WFM and BPO experience?
2. Briefly describe your experience with Microsoft Excel, WFM tools, staffing, scheduling, and forecasting.
3. Do you have leadership or team management experience? If yes, briefly describe it.
4. Are you willing to work onsite in the Mall of Asia area, Pasay City, on a shifting schedule?
5. What are your current or last salary, expected salary, notice period, and earliest available start date?