Workforce Management Team Lead I Cebu Site

Job Summary

The Workforce Management Team Leader plays a critical role in optimizing scheduling efficiency and leveraging data-driven insights through comprehensive reporting. This position is responsible for developing and managing workforce schedules that align with operational needs, ensuring optimal staffing levels to meet business objectives while maintaining employee productivity. By utilizing advanced scheduling techniques, forecasting demand, and adjusting workforce allocation in real time, WFM TL ensures smooth operations and service delivery.

Additionally, the role requires strong reporting skills, to analyze workforce performance, identify trends, and generate actionable insights. By preparing detailed reports on scheduling adherence, staffing efficiency, and operational metrics, WFM TL provides leadership with the necessary data to drive strategic decision-making. This position involves continuous process improvement, automation of reporting functions, and collaboration with stakeholders to enhance overall workforce management effectiveness.

Key Responsibilities

1. Workforce Scheduling & Optimization - Design, implement, and adjust schedules to ensure optimal staffing coverage, balancing business needs with employee productivity and operational efficiency.

2. Forecasting & Capacity Planning - Analyze historical trends and real-time data to forecast staffing needs, ensuring proper resource allocation for peak and off-peak periods.

3. Schedule Adherence Monitoring - Track and evaluate adherence to planned schedules, identifying gaps and making proactive adjustments to maintain service levels.

4. Reporting & Performance Analytics - Generate and interpret detailed workforce reports using Management Information Systems (MIS) to provide insights on scheduling effectiveness, staffing efficiency, and operational trends.

5. Real-Time Workforce Adjustments - Monitor daily staffing levels and adjust schedules dynamically based on workload fluctuations, attendance patterns, and unexpected operational demands.

6. Data-Driven Decision Making - Utilize reporting tools and workforce analytics to support leadership in strategic planning, identifying areas of improvement, and optimizing scheduling methodologies.

7. Process Improvement & Automation - Continuously refine scheduling models and reporting frameworks, implementing automation tools to enhance accuracy and efficiency in workforce management operations.

8. Stakeholder Collaboration - Work closely with operations, HR, and leadership teams to ensure scheduling aligns with company goals while maintaining employee engagement and productivity.

Job Requirements

• Expertise in workforce scheduling, ensuring optimal coverage and efficiency.

• Proficiency in reporting and data analysis to track workforce performance.

• Experience in generating and interpreting detailed reports to support strategic decision-making.

• Ability to optimize scheduling processes and implement automation for improved accuracy and efficiency.

• Strong analytical skills with attention to detail for identifying scheduling patterns and workforce trends.

Nice to Have Skills.

• Proficiency in Workforce Management (WFM) tools, including Genesys

• Expertise in advanced scheduling and forecasting methodologies

• Strong competency in reporting and data analysis

• Intermediate to advanced skills in MS Excel, Macros, Power BI, Power Automate, and Power Query or other Automation

Qualifications

• Minimum one year experience in a call center environment and familiarity with Workforce functions required3-4

• Years prior experience working with workforce management technologies preferred.

• 3-4 Years using one of the following systems: Genesys Cloud WFM tool.

• Experience with call center reporting and metrics preferred.

• Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required.

• Knowledge of Power BI or Google Analytics.

• High School diploma or equivalent required, 2 years college or more preferred.

• Strong Analytical Skills required to critically assess situations and make decisions in real time.

• Excellent problem solving and decision-making skills.

• Ability to operate effectively in a team environment.

• Excellent oral and written communication skills and interpersonal skills.