WFM Team Lead (Alabang) | Onsite

About this role

Key Qualifications:
Amenable to work 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
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