WE'RE : Workforce Management (WFM) Team Lead
Full-time
Gratitude Inc
We are looking for a driven WFM Team Lead to oversee contact center workforce operations, manage forecasting and scheduling, and lead operational support teams to success!
Location: MOA, Pasay City (Onsite)⏰ Schedule: Shifting Schedule
Start Date: ASAP -----------------------------------------------
WHAT YOU'LL DO:
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• Operational Leadership: Lead and mentor a team of workforce specialists across planning, scheduling, and forecasting.
• Workforce Strategy: Oversee staffing models, scheduling, and capacity planning to ensure optimal contact center coverage and service levels.
• Process Excellence: Drive operational improvements, quality support systems, and execute specialized WFM projects.
• Stakeholder Alignment: Monitor training execution, quality adherence, and workforce policies across operations. -----------------------------------------------
REQUIREMENTS:
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Current or former experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead (Required).
Proven Leadership / Team Management experience in a BPO environment (Required).
1–4 years of experience in Workforce Management (Scheduling, Forecasting, Reporting).
Hands-on experience with WFM tools (e.g., Verint, NICE, Aspect, Genesys).
Strong Microsoft Excel, data analysis, and reporting skills.
Excellent problem-solving, communication, and decision-making capabilities.
Bachelor's degree in a related field. ===============================================
PRE-SCREENING QUESTIONS:
===============================================
1. Highest Educational Attainment & Degree:
2. Years of Experience in Workforce Management (WFM):
3. Current or Most Recent Role (e.g., Reports Analyst, WFM Analyst, Team Lead):
4. Years of BPO / Contact Center Experience:
5. WFM Tools Proficient In (e.g., Verint, NICE, Aspect, Genesys):
6. Last Drawn Salary & Expected Salary:
7. Notice Period / Availability:
8. Are you willing to work onsite at MOA on a shifting schedule?-----------------------------------------------
HOW TO APPLY:
-----------------------------------------------
Send your updated CV along with your answers to the pre-screening questions to View email address on myglit.com today!
Vacancy posted 22 hours ago
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