Job Details

• Job Title: WFM Team Lead

• Work Location: Davao City

• Work Setup & Schedule: Onsite | Shifting Schedule

• Salary: ₱35,000 / month

• Headcount (HC): 1

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

Position Overview

The WFM Team Lead will oversee the Workforce Management team to ensure precise forecasting, scheduling, and real-time management (RTA) aligned with operational goals and service level agreements (SLAs).

Key Responsibilities

• Operations & Delivery: Oversee real-time adherence (RTA), scheduling, and forecasting functions to optimize workforce efficiency.

• Team Leadership: Drive team performance through continuous coaching, mentoring, and professional development.

• Strategic Collaboration: Partner closely with Operations leaders to design and execute effective workforce strategies.

• Process Improvement: Analyze operational trends and data to implement continuous process improvements.

Basic Qualifications

• Experience: Minimum of 2–3 years in Workforce Management (WFM) within a BPO setting, with at least 1 year in a leadership/supervisory role.

• Technical Skills:

  • Hands-on experience in end-to-end WFM functions (RTA, Scheduling, Forecasting).

  • Advanced proficiency in MS Excel and operational reporting.

• Soft Skills: Strong leadership, decision-making, and stakeholder management capabilities.