Command Center Team Lead - Workforce Management
AddForce Human Resources Solution Inc.
WE ARE HIRING: Command Centre Team Lead
Location: Taguig
Work Setup: Onsite
Shift: Night Shift
Salary: Up to PHP 60,000
We are looking for a Command Centre Team Lead to oversee workforce management, operational monitoring, and reporting functions supporting back-office financial services operations. This role will manage a team of analysts while ensuring optimal resource allocation, SLA performance, and data-driven decision-making across the organization.
Key Responsibilities
Team Leadership & Governance
• Lead, coach, and develop Command Centre, Workforce Management, and Reporting Analysts
• Manage workload distribution and team capacity across operational and reporting functions
• Establish team priorities, performance standards, and accountability measures
• Conduct regular team meetings, coaching sessions, and performance feedback
• Serve as the primary escalation point for operational and reporting concerns
• Ensure collaboration between operations, reporting teams, and leadership
Command Centre Operations
• Manage queue volumes and workforce allocation to ensure optimal processing performance
• Assign the right staff with the appropriate skillsets to the correct queues
• Monitor real-time queue volumes and staffing levels throughout the day
• Work closely with department leaders to meet intra-day and end-of-day SLA targets
• Conduct daily and intra-day operational huddles with department leaders
• Ensure all workloads meet SLA and quality standards
Workforce Planning & Volume Forecasting
• Analyze daily, weekly, monthly, and annual operational volumes
• Forecast incoming workloads and staffing requirements
• Plan workforce coverage including vacations, absenteeism, and schedule adjustments
• Ensure proper staffing levels to minimize overtime and maintain productivity
Reporting & Data Analytics Leadership
• Lead strategic reporting initiatives supporting Back Office and Client Services teams
• Manage and maintain operational dashboards and KPI reporting
• Oversee reporting analysts to ensure accuracy and timely delivery of reports
• Perform quality checks on dashboards and reporting outputs
• Translate stakeholder data requirements into reporting solutions
• Develop reports and dashboards using Tableau, Power BI, and Excel
Insights & Continuous Improvement
• Analyze operational data to identify process improvements and performance trends
• Recommend improvements in operational efficiency, training, and reporting processes
• Identify opportunities for automation and workflow optimization
• Support data-driven decision making across operational teams
Qualifications
- At least 4+ years of experience in operations, workforce management, or reporting leadership
- Experience in financial services, mutual funds, or transfer agency operations is an advantage
- Strong understanding of SLA-driven queue environments
- Advanced knowledge of Tableau, Power BI, and Excel reporting tools
- Proven 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
Certifications in Workforce Management, Data Analytics, Six Sigma, Lean, PMP, or Agile are a plus but not required.
Interested candidates may send their updated CV via email.
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