Call Center Workforce Team Lead - Alabang

Job Overview: WFM Team Lead

Location: Fully Onsite (Alabang, Muntinlupa) | Schedule: Rotational/Shifting

Core Responsibilities

• Strategic Staffing: Build and refine forecasting and staffing models to maintain peak operational efficiency.
• Real-Time Oversight: Supervise request queues in real-time, ensuring the team strictly adheres to schedules based on projected volumes.
• SLA Management: Proactively monitor Service Level Agreements (SLAs) and execute contingency plans when targets are at risk.
• Data-Driven Consulting: Provide actionable, evidence-based recommendations to optimize performance.
• Stakeholder Management: Foster strong professional relationships with both internal business units and external clients.

Candidate Requirements