Job Overview: WFM Team Lead\n-------------------------------\n\nLocation: Fully Onsite (Alabang, Muntinlupa) | Schedule: Rotational/Shifting\n\nCore Responsibilities\n\n* Strategic Staffing: Build and refine forecasting and staffing models to maintain peak operational efficiency.\n* Real-Time Oversight: Supervise request queues in real-time, ensuring the team strictly adheres to schedules based on projected volumes.\n* SLA Management: Proactively monitor Service Level Agreements (SLAs) and execute contingency plans when targets are at risk.\n* Data-Driven Consulting: Provide actionable, evidence-based recommendations to optimize performance.\n* Stakeholder Management: Foster strong professional relationships with both internal business units and external clients.\n\nCandidate Requirements\n\n* Leadership Experience: Minimum of 2 years in a team lead role with proven experience managing, mentoring, and motivating staff.\n* Industry Background: At least 4 years of experience within the BPO/BPM sector, specifically in customer service and workforce management.\n* Technical Expertise: Comprehensive knowledge of the WFM lifecycle (forecasting, scheduling, RTA, and capacity planning).\n* Tool Proficiency: Highly adaptable to new technologies; experience with ASPECT, IEX, Genesys, SAP, or Oracle is required.\n* Education & Logistics: Bachelor's degree graduate; must be able to start immediately and work on-site in Alabang.\n\nCompensation & Benefits\n\n* Immediate Coverage: HMO for the employee plus two dependents starting on Day 1.\n* Performance Rewards: Eligibility for quarterly bonuses based on results.\n* Time Off: 24 annual leave credits.\n* Career Path: Excellent opportunities for rapid professional advancement and development.