Call Center Workforce Team Lead - Alabang
TASQ Staffing Solutions View all jobs
- Muntinlupa City, Metro Manila
- Permanent
- Full-time
- 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.
- Leadership Experience: Minimum of 2 years in a team lead role with proven experience managing, mentoring, and motivating staff.
- Industry Background: At least 4 years of experience within the BPO/BPM sector, specifically in customer service and workforce management.
- Technical Expertise: Comprehensive knowledge of the WFM lifecycle (forecasting, scheduling, RTA, and capacity planning).
- Tool Proficiency: Highly adaptable to new technologies; experience with ASPECT, IEX, Genesys, SAP, or Oracle is required.
- Education & Logistics: Bachelor's degree graduate; must be able to start immediately and work on-site in Alabang.
- Immediate Coverage: HMO for the employee plus two dependents starting on Day 1.
- Performance Rewards: Eligibility for quarterly bonuses based on results.
- Time Off: 24 annual leave credits.
- Career Path: Excellent opportunities for rapid professional advancement and development.