Description / Requirements

Job Title: WFM Team Lead - NCLH
Work Location: MOA
Work Setup & Schedule: Onsite / Shifting
Salary: 49k max, 20% Night Differential

Note: Former Teleperformance employees are not eligible for rehire—whether directly or through a third party.

Job Description

• Oversees and has full responsibility for all operational support aspects of the contact center.

• Facilitates and monitors all workforce planning activities, including staffing, scheduling, forecasting systems, and adherence to policies and procedures.

• May monitor the implementation and execution of all training programs across the contact center.

• Oversees all aspects of contact center quality initiatives and support systems implementation and management.

• May be responsible for multiple contact centers.

• Possesses comprehensive knowledge of workforce management and contact center operations.

• Executes specialized projects and activities while working according to established principles.

• Independently manages workload with minimal supervision or guidance.

• May supervise less experienced professionals, providing expertise and ensuring quality of deliverables.

• Identifies and implements improvements to day-to-day activities and operational processes.

• Manages and oversees the implementation of short-term activities within the team.

• Makes operational decisions within a defined scope of responsibility.

• Delivers professional responsibilities with a focus on operational excellence.

• Typically manages a team of individual contributor employees.

Required Qualifications

• Bachelor's degree in a related field.

• 1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.

• Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.

• Experience in a BPO/contact center environment.

• Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys).

• Strong Microsoft Excel, reporting, and data analysis skills.

• Experience managing staffing, scheduling, forecasting, and workforce planning.

• Leadership or team management experience.

• Strong communication and problem-solving skills.