WFM Team Lead

Work Location: MOA (Mall of Asia)
Work Setup: Onsite
Schedule: Shifting
Salary: Up to ₱35,000

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

Role Summary

The WFM Team Lead will oversee workforce management and operational support activities within the contact center. The role is responsible for staffing, scheduling, forecasting, reporting, workforce planning, and supporting operational efficiency.

The position requires strong analytical and leadership skills, along with the ability to independently manage WFM activities, improve processes, and support day-to-day contact center operations.

Key Responsibilities

• Oversee workforce planning activities, including staffing, scheduling, forecasting, and capacity planning.

• Monitor and manage WFM systems, processes, policies, and procedures.

• Analyze workforce requirements and recommend appropriate staffing solutions.

• Monitor operational performance and identify opportunities for improvement.

• Prepare and analyze WFM reports, dashboards, and performance metrics.

• Support implementation and execution of operational and training initiatives.

• Oversee contact center quality and operational support activities.

• Manage short-term workforce activities and operational requirements within the team.

• Collaborate with Operations, Training, Quality, and other stakeholders to address workforce-related concerns.

• Identify process gaps and implement improvements to day-to-day WFM activities.

• Handle specialized projects and workforce-related initiatives independently.

• Provide guidance, coaching, and professional expertise to team members.

• Take ownership of assigned deliverables and ensure timely and accurate completion.

• Support leadership in workforce planning decisions and operational requirements.

• Drive professional excellence and continuous improvement within the team.

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 previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead is required.

• Experience in a BPO/Contact Center environment.

• Strong knowledge of WFM processes, including staffing, scheduling, forecasting, and workforce planning.

• Hands-on experience with WFM tools such as Verint, NICE, Aspect, Genesys, or similar platforms.

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

• Previous leadership or team management experience.

• Strong communication, analytical, decision-making, and problem-solving skills.

• Ability to work independently and manage operational priorities within a defined scope.

• Willingness to work onsite and in shifting schedules.

Preferred Skills

• Workforce forecasting and capacity planning

• Real-time management

• Staffing and scheduling optimization

• Contact center reporting and analytics

• Advanced Excel

• KPI and performance analysis

• Process improvement

• Stakeholder management

• Team leadership

Pre-Screening Questionnaire

Please complete the questionnaire before proceeding with your application:

Questionnaire Link: https://myglit.com/lateral/cref/c2043ee7fd

Important Note

• Maximum salary: ₱35,000.

• Work setup is 100% onsite in MOA.

• Candidates must be willing to work shifting schedules.

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