WFM Team Lead (BGC Taguig) | Onsite

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 

Job Responsibilities: 

• 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

Benefits

• HMO for Employee and 2 Dependents (On Day 1) 
• Quarterly performance bonus 
• Outstanding career development opportunities 
• 24 Leaves Annually