Job Description
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.