Workforce Management (WFM) Team Lead
Company: eClerx
Location: Alabang
Work Setup: Onsite
Department: Workforce Management
Reports To: WFM Manager / Operations Leadership
Role Overview
eClerx is looking for an experienced Workforce Management (WFM) Team Lead to oversee workforce planning and real-time management across multiple programs. The role is responsible for ensuring optimal staffing levels, maintaining service level performance, and driving operational efficiency through accurate forecasting, scheduling, and real-time monitoring.
The WFM Team Lead will collaborate closely with Operations, HR, Recruitment, and Training teams to ensure workforce strategies align with business requirements and client expectations.
Key Responsibilities
Workforce Planning & Forecasting
- Support the development of short-term and long-term forecasts based on historical data, trends, and business requirements.
- Collaborate with Operations leaders to understand staffing needs and workload patterns.
- Ensure forecasts are aligned with client volume projections and operational targets.
Scheduling & Capacity Planning
- Oversee the creation and management of staff schedules to ensure adequate coverage across shifts.
- Optimize staffing to meet Service Level Agreements (SLAs), productivity targets, and cost efficiency goals.
- Monitor schedule adherence and implement adjustments as needed.
Real-Time Management
- Lead real-time monitoring of operational performance including queue performance, service levels, and staffing gaps.
- Coordinate with Operations to implement intraday adjustments such as shift moves, overtime, or resource reallocation.
- Ensure timely communication of performance updates to stakeholders.
Reporting & Performance Analysis
- Generate and analyze workforce reports including forecast accuracy, staffing utilization, adherence, and productivity metrics.
- Provide insights and recommendations to improve workforce efficiency and service delivery.
- Present WFM performance updates to Operations leadership.
Team Leadership
- Manage and develop a team of WFM Analysts and Real-Time Analysts.
- Conduct coaching, performance reviews, and skills development sessions.
- Promote a culture of accountability, collaboration, and continuous improvement.
Cross-Functional Collaboration
- Work closely with Operations, Talent Acquisition, HR, and Training teams to ensure staffing readiness for new programs and ramp-ups.
- Support workforce planning during business expansions, new client onboarding, and operational transitions.
Qualifications
- Bachelor's degree in Business Administration, Statistics, Mathematics, or related field.
- 47 years of experience in Workforce Management within the BPO industry.
- At least 2 years of experience in a WFM leadership or supervisory role.
- Strong knowledge of WFM functions including forecasting, scheduling, capacity planning, and real-time management.
- Experience supporting voice, non-voice, or back-office operations.
Skills & Competencies
- Strong analytical and data interpretation skills
- Excellent communication and stakeholder management
- Advanced proficiency in Excel and workforce management tools
- Strong organizational and problem-solving skills
- Ability to work in a fast-paced and dynamic operations environment
Preferred Qualifications
- Experience supporting global operations (APAC, US, or EMEA clients).
- Familiarity with WFM platforms such as Verint, NICE, Genesys, or similar tools.
- Experience managing multi-channel operations (voice, email, chat, and back-office processing).
