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

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