About the job: WFM Team Lead (Alabang) | Onsite\n\nBenefits:\n\n* HMO for Employee and 2 Dependents (On Day 1)\n* Quarterly performance bonus\n* Outstanding career development opportunities\n* 24 Leaves Annually\n\nKey Qualifications:\n\n* Amenable to working in shifting schedules.\n* Amenable to work ONSITE in Alabang.\n* Able to start ASAP\n\nEducation and Other Requirements:\n\n* Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry\n* Bachelor's degree in any course\n* A minimum of 2 years in a leadership role. Must already have experience in a team leader role.\n* Willingness to work in rotational shifts\n\nGeneral Knowledge & Skills:\n\n* Demonstrates understanding of end-to-end real-time monitoring, forecasting, scheduling, and capacity planning\n* Technical functional knowledge—adept in adapting to changes in tools and processes—including ASPECT tool, IEX, Genesys, SAP, and Oracle.\n* Experience in managing teams\n* Able to coach, mentor, motivate and interact with people\n\nJob Responsibiliti es:\n\n* Ensure that workforce is staffed optimally by creating forecast and staffing models\n* Monitor request queues on a real-time basis and ensure adherence to the planned and prepared schedules based on volume forecast\n* Monitor SLAs and initiate contingency plans\n* Makes data-supported recommendations\n* Builds effective working relationships with internal and external clients/customers