WFM Team Lead (BGC Taguig) | Onsite

Summary/Description:

• Liaison with onshore lead and participate in business/capacity planning workshop
• Oversee management of workforce and related function
• Coordinate peak and trough schedule management
• Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

Key Qualifications: 

• Amenable to work in shifting schedules. 
• Amenable to work ONSITE in BGC Taguig 
• Able to start ASAP 

Education and Other Requirements: 

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry 
• Bachelors degree in any course 
• A minimum of 2 years in a leadership role. Must already have experience in a team leader role. 
• Willingness to work in rotational shifts 

General Knowledge & Skills: 

• Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning
• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excel