WFM Team Lead (BGC Taguig) | Onsite

Philippines·TaguigFull-timelead

OtherTeam Lead

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Requirements Summary

Amenable to work in shifting schedules.

Technical Tools

OtherTeam Lead

Liaison with onshore lead and participate in business/capacity planning workshop
Oversee management of workforce and related function
Coordinate peak and trough schedule management
Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

~1 min read

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

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
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools