Location: Alabang, Philippines

Work Setup: Onsite
Schedule: To be discussed during Hiring Manager interview
Start Date: ASAP

ABOUT THE ROLE

We are hiring a WFM Team Lead to join our Travel Account and lead workforce management activities in a fast-paced contact center environment.

This role is ideal for an experienced Workforce Management professional with strong expertise in forecasting, scheduling, staffing, real-time monitoring, WFM analytics, and team leadership.

KEY RESPONSIBILITIES

• Lead and supervise the WFM team, providing coaching, guidance, and performance feedback.
• Monitor key WFM metrics including occupancy, adherence, shrinkage, and service levels.
• Create and manage workforce schedules based on customer demand and staffing requirements.
• Forecast staffing needs using call volume projections, business requirements, and operational trends.
• Monitor staffing levels and identify potential gaps or scheduling challenges.
• Analyze WFM data and recommend practical corrective actions to improve workforce efficiency.
• Track and report WFM KPIs and performance trends to operations and senior management.
• Partner with Operations and Management teams to align staffing with business requirements.
• Handle scheduling conflicts and real-time workforce challenges efficiently.
• Drive process improvements and WFM best practices.
• Support training and coaching on scheduling, adherence, time management, and workforce policies.
• Coordinate with HR and Payroll to ensure accurate employee time and attendance records.
• Support the development, maintenance, and effective use of WFM tools and systems.

REQUIREMENTS

• Minimum 1–2 years of experience as a WFM Team Lead – non-negotiable.
• Proven experience in Workforce Management within a BPO, contact center, or call center environment.
• Strong knowledge of forecasting, scheduling, staffing, and real-time workforce management.
• Experience leading, coaching, and developing WFM team members.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Excel or similar data analysis tools.
• Knowledge of contact center operations and workforce metrics.
• Familiarity with AHT, ASA, FCR, occupancy, adherence, shrinkage, service level, and quality metrics.
• Experience with WFM software or workforce management platforms is preferred.
• Strong written and verbal English communication skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

WHY JOIN?

• Competitive package of up to PHP 40,000
• Stable Travel Account
• Leadership opportunity within Workforce Management
• ASAP hiring
• Onsite role in Alabang

INTERVIEW PROCESS

2-Level Interview

PRE-SCREENING QUESTIONS

• Total BPO/Contact Center Experience:
• Total WFM Experience:
• WFM Team Lead Experience:
• Last Drawn Salary:
• Salary Expectation: