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Workforce Management Team Lead (BPO, Onsite)
SUMMARY: The Workforce Management (WFM) Team Lead is responsible for driving intraday operational excellence, schedule optimization, and workforce data integrity across multi-site client operations. The role ensures Service Level (SL) and Occupancy targets are consistently achieved through strategic real-time management, accurate reporting, and proactive stakeholder coordination. This position safeguards company revenue through 100% accurate billable hour validation while fostering a high-performance WFM culture in a fast-paced BPO environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be
assigned.
1. Lead Intraday Management Strategies
- Monitor real-time triggers and execute "All Hands on Deck" protocols during volume spikes or technical outages.
- Coordinate with IT and Operations to mitigate SL risks associated with tool latency (e.g., Finesse/CC Hub).
2. Oversee Capacity Planning & Scheduling
- Direct the generation of optimized schedules that balance client demand with agent preferences and labor laws.
- Conduct regular audits of the Master List to ensure staffing levels match the active billing headcount.
3. Execute Data Governance & Reporting
- Synthesize complex datasets into daily executive briefings regarding site performance, shrinkage, and utilization.
- Validate attendance and payroll logs against HRIS data to ensure audit-ready financial reporting.
4. Facilitate Stakeholder & Team Calibration
- Conduct weekly 1:1 coaching sessions with WFM staff to drive professional growth and departmental accountability.
- Act as the primary WFM liaison for Site Directors and Client POCs regarding headcount transitions and operational changes.
*
QUALIFICATION REQUIREMENTS:
Education: Bachelor’s degree in Business Administration, Industrial Engineering, Mathematics, Statistics, or related field preferred.
Experience: At least 1 year of experience in Workforce Management within a BPO or contact center environment.
Skills, Knowledge, & Abilities:
- Strong knowledge of workforce forecasting, scheduling, and intraday management principles.
- Experience with WFM tools, contact center platforms, and HRIS systems.
- Advanced analytical and reporting skills (Excel proficiency required).
- Strong understanding of Service Level, Occupancy, Shrinkage, and other contact center KPIs.
- Knowledge of Philippine labor standards and compliance requirements.
- Ability to manage multiple priorities in a fast-paced, high-pressure environment.
CORE COMPETENCIES
- Strategic and analytical thinking.
- Operational risk management.
- Leadership and team development capability.
- Strong stakeholder communication and influence skills.
- Data accuracy and compliance orientation.
- Adaptability in dynamic operational environments.
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company car
- Company Christmas gift
- Company events
- Free parking
- Health insurance
- Life insurance
- Opportunities for promotion
- Promotion to permanent employee
Ability to commute/relocate:
- Carcar City 6019 P07: Reliably commute or planning to relocate before starting work (Preferred)
Location:
- Carcar City 6019 P07 (Preferred)
Work Location: In person