Workforce Management Team Lead | Leadership Opportunity

Gratitude Philippines; Manila; On-site; PHP 480,000 - 840,000; Full time

Job summary

Gratitude Philippines is seeking a skilled WFM Team Lead to oversee scheduling and performance in a busy contact center. You will monitor metrics, forecast staffing needs and coach the WFM team to meet service levels while controlling labor costs.

Strong English communication and experience with WFM software are required, with a track record in forecasting, scheduling and call center operations.

Qualifications

• Leadership experience guiding teams in a fast-paced environment.
• Ability to create and optimize staff schedules with cost control.

Responsibilities

• Monitor and analyze WFM metrics (occupancy, adherence, shrinkage, service levels) to spot trends and improve ops.
• Create and manage schedules aligning staffing with demand while minimizing labor costs.
• Lead and supervise the WFM team, coach and provide performance feedback to meet objectives.
• Collaborate with operations to forecast staffing based on call volumes and business needs.
• Track and report KPIs to senior management, highlight variances, and recommend actions.
• Implement process improvements to boost workforce efficiency and operations.
• Conduct training for agents on scheduling policies, time management and adherence.
• Respond to scheduling challenges and staffing conflicts promptly.
• Liaise with HR and payroll to ensure accurate time and attendance records.
• Support development and maintenance of WFM tools and systems.

Skills

Leadership

Scheduling

Analytics

Excel

WFM software

Call center ops

Communication

Problem-solving

Multitasking

Tools

Excel

WFM software

Job description

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.