Job Title: WFM Team Lead – NLCH

Location: MOA, Pasay City, Philippines
Work Setup: Onsite
Shift: Shifting Schedule
Employment Type: Permanent

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

Job Summary

We are seeking a Workforce Management (WFM) Team Lead to oversee workforce planning and operational support functions within a contact center environment. The successful candidate will lead workforce planning activities, including forecasting, scheduling, staffing, reporting, and performance monitoring while ensuring operational efficiency and service level achievement.

Key Responsibilities

• Lead Workforce Management operations, including forecasting, scheduling, staffing, and reporting.

• Monitor workforce performance and optimize staffing levels.

• Oversee workforce planning tools and reporting systems.

• Ensure service levels and operational KPIs are consistently achieved.

• Analyze workforce trends and recommend process improvements.

• Support contact center operations through accurate planning and reporting.

• Lead and mentor WFM Analysts and team members.

• Coordinate with Operations, HR, and Training teams.

• Prepare operational reports and workforce dashboards.

• Ensure adherence to workforce management policies and procedures.

Required Qualifications

• Bachelor's Degree in any related field.

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

• Current or previous experience as:

  • WFM Analyst

  • Reports Analyst

  • Reports Supervisor

  • Team Lead

• Experience in a BPO/Contact Center environment.

• Hands-on experience with WFM tools such as:

  • Verint

  • NICE

  • Aspect

  • Genesys

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

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

• Leadership or people management experience is required.

• Excellent communication, analytical, and problem-solving skills.

• Must not be a current or former Teleperformance employee.

Preferred Skills

• Workforce Management

• Forecasting

• Scheduling

• Capacity Planning

• Real-Time Management

• Reporting & Analytics

• Verint

• NICE

• Genesys

• Aspect

• Microsoft Excel

• Contact Center Operations

• Team Leadership

• Data Analysis

Recruitment Process

• Initial Screening

• Operations Interview

• Final Interview

Pre-Screening Questions

• What is your highest educational attainment?

• How many years of Workforce Management experience do you have?

• What is your current or most recent role?

• How many years of BPO/Contact Center experience do you have?

• Which WFM tools have you used (Verint, NICE, Aspect, Genesys, etc.)?

• Do you have leadership or team management experience?

• What is your current salary?

• What is your expected salary?

• Are you willing to work onsite at MOA on a shifting schedule?