WFM Team Lead (Verint required) | BGC Taguig

Key Qualifications: Amenable to work in shifting schedules. Amenable to work ONSITE in BGC Taguig Able to start ASAP Education and Other Requirements: Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry Must have Verint background (required) Bachelors degree in any course A minimum of 2 years in a leadership role.

Must already have experience in a team leader role. Willingness to work in rotational shifts General Knowledge & Skills: Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.

Experience in managing teams Able to coach, mentor, motivate and interact with people Job Responsibiliti es: Ensure that workforce is staffed optimally by creating forecast and staffing models Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast Monitor SLAs and initiate contingency plans Makes data-supported recommendations Builds effective working relationships with internal and external clients/customers Benefits HMO for Employee and 2 Dependents (On Day

1. Quarterly performance bonus Outstanding career development opportunities 24 Leaves Annually