BPO Workforce Team Leader (Alabang) | Onsite

About the job WFM Team Lead (Alabang) | Onsite Benefits: HMO for Employee and 2 Dependents (On Day 1) Quarterly performance bonus Outstanding career development opportunities 24 Leaves Annually Key Qualifications: Amenable to working in shifting schedules. Amenable to work ONSITE in Alabang. Able to start ASAP Education and Other Requirements: Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry Bachelor's 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 Job Responsibiliti es: Ensure that workforce is staffed optimally by creating forecast and staffing models Monitor request queues on a real-time basis and ensure adherence to the planned and prepared schedules based on volume forecast Monitor SLAs and initiate contingency plans Makes data-supported recommendations Builds effective working relationships with internal and external clients/customers