Call Center Workforce Team Lead - Alabang

Job Overview: WFM Team Lead

Location: Fully Onsite (Alabang, Muntinlupa) | Schedule: Rotational/Shifting

Core Responsibilities

• Strategic Staffing: Build and refine forecasting and staffing models to maintain peak operational efficiency.
• Real-Time Oversight: Supervise request queues in real-time, ensuring the team strictly adheres to schedules based on projected volumes.
• SLA Management: Proactively monitor Service Level Agreements (SLAs) and execute contingency plans when targets are at risk.
• Data-Driven Consulting: Provide actionable, evidence-based recommendations to optimize performance.
• Stakeholder Management: Foster strong professional relationships with both internal business units and external clients.

Candidate Requirements

• Leadership Experience: Minimum of 2 years in a team lead role with proven experience managing, mentoring, and motivating staff.
• Industry Background: At least 4 years of experience within the BPO/BPM sector, specifically in customer service and workforce management.
• Technical Expertise: Comprehensive knowledge of the WFM lifecycle (forecasting, scheduling, RTA, and capacity planning).
• Tool Proficiency: Highly adaptable to new technologies; experience with ASPECT, IEX, Genesys, SAP, or Oracle is required.
• Education & Logistics: Bachelor's degree graduate; must be able to start immediately and work on-site in Alabang.

Compensation & Benefits

• Immediate Coverage: HMO for the employee plus two dependents starting on Day 1.
• Performance Rewards: Eligibility for quarterly bonuses based on results.
• Time Off: 24 annual leave credits.
• Career Path: Excellent opportunities for rapid professional advancement and development.