Command Center Team Lead - Workforce Management

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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