WFM - Team Lead

2 weeks ago

Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Qualifications:


• Bachelor's degree in business, Operations Management, or related field (or equivalent experience)


• Minimum of 4 years of WFM experience in a call center or operations service environment, with minimum of 1 year of supervisory experience.


• Strong analytical skills and proficiency in tools like Microsoft Excel - Power Query, Power BI, Dashboard creation in MS Excel, Power Point Presentations, etc.


• Ability to work independently, multitask, and meet deadlines.


• Excellent communication skills to work with all levels of the organization.


• Experience in forecasting and capacity planning.


• Ability to interpret and analyze data to make informed decisions.


• Strong leadership and team management skills.


• Good at people management.

Responsibilities:


• Team Leadership: Lead and manage a team of Workforce Management Analysts, providing direction and support.


• Forecasting and Planning: Analyze staffing plans, forecast demand, and ensure that the team is appropriately staffed to meet client requirements.


• Performance Monitoring: Monitor and analyze performance metrics, such as volume, average handling time (AHT), and shrinkage, to ensure service level goals are met.


• Stakeholder Communication: Communicate with stakeholders about performance and challenges, providing suggestions for improvements.


• Operational Efficiency: Identify and implement process improvements to enhance operational efficiency and cost savings.


• Collaboration: Work with multidisciplinary teams, including client teams, to execute project deliverables.


• Flexibility: Maintain flexibility regarding requests and actions to meet client needs, which may include working varied hours.

Why work with us?

We Deliver Results

We Embrace Adaptability

We Act with Integrity

We Create Synergy

We Lead with Expertise

  • WFM Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    Start Date: ASAP Work Arrangement: 100% Onsite in Cebu City Shift Schedule: US Business hours Role Requirement: Bachelor's Graduate At least 5 total WFM experience, at least 2 years of supervisory/leadership experience in BPO Advanced Excel experience (VLOOKUP, Pivot Table, etc.) Report and dashboards creation Good working knowledge of computer,...

  • WFM Supervisor

    1 week ago

    Cebu City, Central Visayas, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

    WFM Supervisor at Teleperformance in Cebu IT Park, you will play a vital role in ensuring the smooth operation of the call center. Working in a fast-paced, dynamic environment, you will be responsible for overseeing the team and optimizing workforce planning to deliver exceptional customer service. This full-time role offers the opportunity to start as soon...

  • WFM Manager

    1 week ago

    Cebu City, Central Visayas, Philippines HOD HR HUB (H³) Full time ₱1,200,000 - ₱1,680,000 per year

    Job title: WFM ManagerAccount: HealthcareType of Support: VoiceWork set up: 100% Onsite in CebuWork shift: US Business HoursSalary: Up to 68KStart date: ASAPHeadcount: 1Job Description:Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report...

  • Team Lead

    3 days ago

    Cebu City, Central Visayas, Philippines Wipro Full time ₱1,200,000 - ₱2,400,000 per year

    Job description:Job DescriptionRole PurposeThe purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ͏DoEnsure process is executed as per the client contractConduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on...

  • Technical Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines FPT Software Full time ₱900,000 - ₱1,200,000 per year

    Job SummaryThe Technical/Team Lead acts as a catalyst for issue resolution by providing real-time support to support professionals and managing the internal knowledge base. They supervise and manage all end-user support specialists and senior support professionals on a daily basis, ensuring that support levels meet client expectations and contractual...

  • Start ASAP WFM Real Time Analyst I

    2 weeks ago

    Cebu City, Central Visayas, Philippines Teleperformance Full time ₱1,200,000 - ₱2,400,000 per year

    About the roleWe are seeking a motivated and detail-oriented real-time analyst to join our dynamic team at Teleperformance Cebu IT Park. As a WFM Real Time Analyst I, you will play a vital role in ensuring the efficient and effective management of our customer contact operations. This full-time position offers the opportunity to work in a fast-paced,...

  • Workforce Lead

    5 days ago

    Cebu City, Central Visayas, Philippines Innodata Knowledge Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

    This role is key in managing resource planning, real-time monitoring, and ensuring operational efficiency across teams.Key Responsibilities:Forecasting, scheduling, and capacity planningReal-time monitoring and SLA managementReporting on productivity and performance metricsCollaborating with operations for continuous improvementEducational BackgroundA...

  • Workforce Lead

    4 days ago

    Cebu City, Central Visayas, Philippines Innodata Full time ₱1,500,000 - ₱2,500,000 per year

    This role is key in managing resource planning, real-time monitoring, and ensuring operational efficiency across teams.Key Responsibilities:Forecasting, scheduling, and capacity planningReal-time monitoring and SLA managementReporting on productivity and performance metricsCollaborating with operations for continuous improvementEducational BackgroundA...

  • Manager Workforce Management

    6 days ago

    Cebu City, Central Visayas, Philippines PrimeMatch Advantage Full time ₱1,500,000 - ₱2,500,000 per year

    Job Summary:The Manager – Workforce Management is responsible for leading the WFM team in planning, forecasting, scheduling, and real-time management of contact center operations to achieve optimal service levels and operational efficiency. The role ensures that staffing levels align with business requirements while maintaining cost-effectiveness and...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱120,000 - ₱720,000 per year

    Job opening: Team LeadMain Requirements:Completed at least 2nd year in college with no back subjects.Experience in Team lead role in contact center environment for at least 2 years is a MUSTBackground in Financial account in leadership role is a PLUSAmenable to start ASAP.Should be wiling to work on-site.Job Types: Full-time, PermanentPay: Up to Php45,000.00...