Job Summary

We are looking for an experienced and results-driven Workforce Management (WFM) Team Lead to oversee workforce planning, scheduling, forecasting, and workforce performance for our Travel account.

The successful candidate will lead and supervise the WFM team, ensuring optimal staffing levels, improved workforce efficiency, and consistent achievement of operational targets. This role requires strong analytical capabilities, leadership experience, and an in-depth understanding of contact center workforce management principles.

The ideal candidate must have at least one to two years of experience as a WFM Team Lead, with the ability to translate workforce data into actionable insights and operational improvements.

Program: Travel Account
Work Location: Alabang
Work Arrangement: 100% On-site
Work Schedule: To be discussed during the Hiring Manager interview
Salary Package: PHP 40,000
Target Start Date: ASAP

Key Responsibilities

• Monitor and analyze workforce management metrics, including occupancy, schedule adherence, shrinkage, and service levels, to identify trends and opportunities for improvement.

• Develop, manage, and optimize workforce schedules to align staffing levels with customer demand while minimizing labor costs.

• Lead and supervise the WFM team by providing coaching, guidance, and performance feedback to ensure team members achieve their objectives.

• Collaborate with Operations and Management teams to forecast staffing requirements based on call volume projections, business needs, and operational demands.

• Track, analyze, and report key performance indicators (KPIs) to senior management, highlighting performance variances and recommending corrective actions.

• Implement process improvements and workforce management best practices to enhance staffing efficiency and operational effectiveness.

• Conduct training sessions for agents on scheduling policies, time management, and schedule adherence expectations.

• Address scheduling challenges, staffing conflicts, and workforce-related concerns in a timely and professional manner.

• Coordinate with HR and Payroll teams to ensure accurate recording and reconciliation of employee time and attendance data.

• Support the development, implementation, and maintenance of workforce management tools, systems, and processes.

Qualifications and Experience

Required Qualifications

• At least one to two (1–2) years of experience as a WFM Team Lead. This is a non-negotiable requirement.

• Previous experience in Workforce Management (WFM) within a contact center or call center environment.

• Proven experience in workforce management or operations management, with demonstrated leadership responsibilities.

• Strong understanding of contact center operations, including staffing models, forecasting methodologies, scheduling principles, and real-time workforce management.

• Strong analytical and problem-solving skills, with the ability to interpret workforce data and recommend practical solutions.

• Proficiency in workforce management systems and Microsoft Excel or similar data analysis tools.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across multiple departments.

• Ability to manage multiple priorities, work under pressure, and meet deadlines in a fast-paced environment.

• Good written and verbal English communication skills.

Preferred Qualifications

• Familiarity with contact center performance metrics and KPIs, including Average Handle Time (AHT), Average Speed of Answer (ASA), First Contact Resolution (FCR), and quality scores.

• Experience using workforce management software platforms.

• Experience implementing workforce optimization initiatives and process improvements.

Work Requirements

• Willingness to work 100% onsite in Alabang.

• Amenable to the work schedule to be discussed during the Hiring Manager interview.

• Available to start ASAP.