Retail - WFO Team Leader (B2C AU Telco)

Discover your 100% YOU with MicroSourcing!

Position: Workforce Team Lead - Retail (B2C AU Telco)

Location: BGC, Taguig City

Work setup & shift: Onsite work setup | Day shift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role

The Workforce Team Leader is responsible for leading Workforce Optimization (WFO) teams, supporting Retail operations through effective forecasting, capacity planning, scheduling, real-time management, and performance reporting. This role ensures optimal workforce utilization across retail stores while maintaining service levels, customer experience standards, productivity targets, and operational efficiency.

The Workforce Team Leader will provide strategic direction, coaching, and oversight to the Retail WFO teams, ensuring workforce strategies are aligned with business objectives and customer demand. The role serves as the primary point of contact for operational leaders and stakeholders, driving workforce planning decisions and continuous improvement initiatives across both environments.

As a Workforce Team Lead - Retail You Will

• Develop forecasts as required to ensure enough resources are available to support complex and dynamic operations enabling channels to meet service standards and achieve optimal resource utilisation, as assessed by internal reviews and customer feedback
• Monitor, evaluate and enhance workforce demand plans through continuous improvement, ensuring a robust process to identify induction to required workforce. Adhering to workforce planning framework, strategy and cadence for delivery of effective workforce supply to demand
• Manage and maintain operationally effective demand model, assumptions for each contact type
• Working collaboratively with Channels Leadership Team to ensure transformational change/targets are scoped in demand forecast strategy
• Understanding the workforce/labour agreements to forecast workforce plans that enable resourcing capacity and capability to meet future organizational needs and demands
• Managing data needs and reporting related to demand, capacity, leave management and work allocation to support forecasting needs, including forecasted workloads and FTE requirements. Identifying strategies and opportunities to improve forecasting process and mitigating operational risks
• Support business improvements and ensuring sustainable operation to meet customer, Sales & Service Target, ensuring delivery of planning assumptions from strategic plans to the day of operations deployment. Supporting business units with data analysis, trends and detail information to achieve optimum result
• Advising and upskilling the channels leadership team on detailed trend analysis of call volumes, AHT/Cape, shrinkage, ASA, occupancy, and any other metrics
• Identifying Workforce improvement opportunities and driving best practice implementation, delivering an optimised workforce without negatively impacting the customer
• Responsible for manpower budget build with each business unit during AOP process with close collaboration into commercial model
• Navigate complex problems and apply excellent interpersonal skills to manage stakeholders at all levels effectively
• Document and review demand forecasting process nationally with a Fit for Purpose model for effective forecasting for each contact type
• Conduct analysis of initiatives by analysing data, perform root cause analysis, identifying common process, workforce and/or procedure issues
• Build, manage and coordinate dependencies across various resources/channels and ensure information relating to workforce strategies/deliverables, risks and issues are effectively communicated between stakeholders and partners
• Coach, mentor and foster a team environment with an aim to be a highly engaged team with exceptional service, focused on accuracy and business success. Seen as a trusted advisor promoting collaboration and innovative environment
  
  

What You Need

Non-negotiables

Education

• Bachelor's Degree in Business, Information Technology, Mathematics, Statistics, Operations
• Management, or a related field preferred.
  
  

Experience

• 3-5+ years of Workforce Management experience in a Contact Centre or Retail environment.
• At least 1-2 years of leadership or supervisory experience.
• Strong experience in forecasting, scheduling, real-time management, and workforce analytics.
  
  

Experience Using Workforce Management Tools Such As

• IEX
• Dayforce
• NICE WFM
• Tableau
  
  

Leadership Skills

• Team Leadership
• Coaching and Development
• Performance Management
• Stakeholder Engagement
  
  

Analytical Skills

• Strong numerical and analytical capabilities.
• Ability to identify trends and translate data into business insights.
• Excellent problem-solving and decision-making skills.
  
  

Communication Skills

• Strong verbal and written communication.
• Ability to present workforce recommendations to senior leadership.
• Effective cross-functional collaboration.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing

You'll have:.

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply