Command Centre Team Lead

Job Title: Command Centre Team Lead

Category: Digital Customer Experience

Location: Taguig

Work set up: Taguig (Onsite)

Salary: Php 60,000

Work schedule: Night Shift

Required Experience: 5+ years

Headcount: 1

PARALLEL JOB TITLES:

Workforce Management Team Lead

Command Centre Team Lead

Workforce Planning & Reporting Lead

Non-Negotiable:

• 5 years of experience in operations, workforce management, or reporting team lead role.

• Experience within financial services; mutual fund or transfer agency experience preferred.

• . Strong understanding of SLA-driven queue environments.

• Advanced experience with reporting tools (Tableau, Power BI, Excel).

• Demonstrated leadership experience managing analysts or operational teams.

• Strong analytical, forecasting, and data interpretation skills.

• Experience managing business continuity and incident response processes.

• Excellent communication and stakeholder management skills.

• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not required.

• Must not currently or formerly be employed with CGI

• Not job hopper

Position Description:

The Command Centre, Workforce Management (WFM), & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations, workforce planning, and data reporting functions.

This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts, ensuring optimal queue management, resource allocation, SLA attainment, and data-driven decision-making. The position serves as the central coordination point between Operations, Client Services, IT, and Leadership, ensuring operational stability, transparency, and continuous improvement across the CGI/CI mutual fund back-office environment.

Your future duties and responsibilities:

1. Team Leadership & Governance

. Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.

. Oversee workload distribution and manage team capacity across operational and reporting functions.

. Establish clear priorities, performance standards, and accountability measures.

. Conduct regular team meetings and provide ongoing coaching and performance feedback.

. Ensure strong cross-collaboration between operational oversight and reporting functions.

. Serve as an escalation point for operational, workforce, and reporting-related issues.

2. Command Centre Responsibilities

Queue Volume Management

. Ensure the right staff members with appropriate skillsets are assigned to the right queues at the right time to optimize processing performance.

. Consistently meet SLAs and maintain quality delivery.

Real-Time Monitoring & Volume Planning

. Monitor queue volumes and allocated resources throughout the day.

. Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.

Trends Analysis

. Review and analyze daily, weekly, monthly, and annual historical work volumes and FTEs.

. Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.

Absenteeism, Lateness & Vacation Planning

. Plan weeks ahead for upcoming vacations to ensure adequate coverage.

. Account for potential absenteeism and lateness when planning staffing.

. Approve vacations based on departmental rules and skillset coverage.

Daily Huddles & Collaboration with Leaders

. Conduct daily and intra-day huddles with department leaders to discuss queue volumes, resource allocation, skillset training, and work shift alignment.

. Adjust work shifts to maintain adequate staffing, minimize overtime, and support work-life balance.

. Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.

3. Reporting & Data Analytics Leadership

Strategic Reporting & Dashboard Ownership

. Lead and represent Back Office and Client Services in data-focused strategic initiatives.

. Own and maintain dashboard architecture across departments.

. Expand dashboards to encompass all relevant KPIs and operational metrics.

. Ensure alignment of reporting outputs with departmental strategic goals.

Reporting Analyst Oversight

. Manage simultaneous reporting priorities (new and ongoing requests).

. Delegate responsibilities among analysts to manage capacity and deadlines.

. Conduct quality control on all reports and dashboards to ensure accuracy and consistency.

. Ensure reporting deliverables meet stakeholder expectations and governance standards.

Data Translation & Stakeholder Support

. Translate stakeholder requirements into actionable reporting solutions.

. Develop dashboards and reports using Tableau, Power BI, Excel, and other reporting tools.

. Fulfill ad hoc data requests using appropriate systems and data sources.

. Serve as liaison between business stakeholders and IT when data is not readily available.

. Clarify reporting requirements and identify data dependencies.

Insights, Optimization & Continuous Improvement

. Analyze patterns, trends, and operational sentiment to identify areas for improvement.

. Recommend improvements in training, process efficiency, back-office operations, and client satisfaction.

. Identify opportunities for automation or efficiency improvements in reporting processes.

. Recommend client/advisor interactions or processes suitable for self-service solutions.

. Drive data-informed decision-making across Operations and Client Services.

Command Centre Goals

The Team Lead is accountable for ensuring:

1. Maximum processing performance across back-office operations.

2. Consistent attainment of SLA targets and quality standards.

3. Accurate, timely, and strategic reporting across departments.

4. A highly skilled, cross-trained, and optimized workforce.

5. Operational resilience during disruption events.

6. Continuous improvement driven by data insights.

Skills:

Capacity Management

English

Incident Management

Leadership

Operations Management

Strategic Thinking

Workforce Management

Data Analysis

Pre-Screening Questions:

*How many years of experience do you have in in operations, workforce management, or reporting team lead role.?

*Do you have Experience within financial services like mutual fund or transfer agency experience?

*Do you have a strong understanding of of SLA-driven queue environments?

*Do you have experience using reporting tools (Tableau, Power BI, Excel).

*How much is your last drawn salary?

*How much is your salary expectation?

*Are you amenable to work in Taguig with a night shift schedule?