Command Center Team Lead - Workforce Management, Quezon City

WE ARE HIRING: Command Centre Team Lead

Location: Taguig

Work Setup: Onsite

Shift: Night Shift

Salary: Up to PHP 60,000

We are looking for a Command Centre Team Lead to oversee workforce management, operational monitoring, and reporting functions supporting back-office financial services operations. This role will manage a team of analysts while ensuring optimal resource allocation, SLA performance, and data-driven decision-making across the organization.

Key Responsibilities

Team Leadership & Governance

Lead, coach, and develop Command Centre, Workforce Management, and Reporting Analysts

Manage workload distribution and team capacity across operational and reporting functions

Establish team priorities, performance standards, and accountability measures

Conduct regular team meetings, coaching sessions, and performance feedback

Serve as the primary escalation point for operational and reporting concerns

Ensure collaboration between operations, reporting teams, and leadership

Command Centre Operations

Manage queue volumes and workforce allocation to ensure optimal processing performance

Assign the right staff with the appropriate skillsets to the correct queues

Monitor real-time queue volumes and staffing levels throughout the day

Work closely with department leaders to meet intra-day and end-of-day SLA targets

Conduct daily and intra-day operational huddles with department leaders

Ensure all workloads meet SLA and quality standards

Workforce Planning & Volume Forecasting

Analyze daily, weekly, monthly, and annual operational volumes

Forecast incoming workloads and staffing requirements

Plan workforce coverage including vacations, absenteeism, and schedule adjustments

Ensure proper staffing levels to minimize overtime and maintain productivity

Reporting & Data Analytics Leadership

Lead strategic reporting initiatives supporting Back Office and Client Services teams

Manage and maintain operational dashboards and KPI reporting

Oversee reporting analysts to ensure accuracy and timely delivery of reports

Perform quality checks on dashboards and reporting outputs

Translate stakeholder data requirements into reporting solutions

Develop reports and dashboards using Tableau, Power BI, and Excel

Insights & Continuous Improvement

Analyze operational data to identify process improvements and performance trends

Recommend improvements in operational efficiency, training, and reporting processes

Identify opportunities for automation and workflow optimization

Support data-driven decision making across operational teams

Qualifications

• At least 4+ years of experience in operations, workforce management, or reporting leadership
• Experience in financial services, mutual funds, or transfer agency operations is an advantage
• Strong understanding of SLA-driven queue environments
• Advanced knowledge of Tableau, Power BI, and Excel reporting tools
• Proven leadership experience managing analysts or operational teams
• Strong analytical, forecasting, and data interpretation skills
• Experience managing business continuity and incident response processes
• Excellent communication and stakeholder management skills

Certifications in Workforce Management, Data Analytics, Six Sigma, Lean, PMP, or Agile are a plus but not required.

Interested candidates may send their updated CV via email.

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