Workforce Management (WFM/RTA) - Team Lead

INFOSYS BPM LIMITED Philippine Branch; Taguig; Hybrid; PHP 500,000 - 800,000; Full time

Benefits offered by this job

HMO for employee & 2 dependents

Quarterly bonus

Career development opportunities

24 leaves annually

Job summary

INFOSYS BPM LIMITED Philippine Branch in Taguig is seeking a Workforce Management Team Lead (WFM/RTA) to oversee real-time monitoring, forecasting, scheduling, and capacity planning. The role involves liaising with onshore leads, managing a team, and driving data-driven recommendations to optimize workforce performance.

The ideal candidate has 4+ years in BPO/BPM, at least 2 years in a leadership role, and is comfortable working in rotational shifts onsite at BGC Taguig. Start date is ASAP.

Qualifications

• 4+ years experience in customer service and workforce in the BPO/BPM industry
• Bachelor’s degree in any course
• Minimum 2 years in a leadership role (team lead experience)
• Willingness to work in rotational shifts
• Amenable to onsite work in BGC Taguig
• Able to start ASAP
• Strong end-to-end understanding of real-time monitoring, forecasting, scheduling and capacity planning
• Adaptable to changes in tools/processes including ASPECT, IEX, Genesys, SAP and Oracle

Responsibilities

• Create forecast and staffing models to ensure optimal workforce staffing
• Monitor real-time request queues and ensure adherence to schedules based on volume forecast
• Monitor SLAs and implement contingency plans
• Provide data-supported recommendations
• Build relationships with internal and external clients/customers
• Participate in special projects and other duties as assigned
• Interact and negotiate with all levels of management

Skills

Real-time monitoring

Forecasting

Scheduling

Capacity planning

People management

Coaching & mentoring

Communication skills

Decision making

Education

Bachelor's degree

Tools

ASPECT

IEX

Genesys

SAP

Oracle

Job description

Workforce Management - Team Lead (WFM/RTA – BGC Taguig)

Are you ready to make an impact? Join as a Workforce Management - Team Lead and jumpstart your career!

Summary/Description:

• Liaison with onshore lead and participate in business/capacity planning workshop
• Oversee management of workforce and related function
• Coordinate peak and trough schedule management
• Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

Key Qualifications:

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

Education and Other Requirements:

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
• Bachelors degree in any course
• A minimum of 2 years in a leadership role. Must already have experience in a team leader role.
• Willingness to work in rotational shifts

General Knowledge & Skills:

• Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning
• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Job Responsibilities:

• Ensure that workforce is staffed optimally by creating forecast and 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 and initiate contingency plans
• Makes data-supported recommendations
• Builds effective working relationships with internal and external clients/customers
• Participates in special projects and other duties assigned
• Interact and negotiate with all levels of management

Benefits:

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

We value Diversity, Equity, and Belongingness.

Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer.

Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee.

This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law.

This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.