URGENTLY HIRING: WFM TEAM LEAD

Program: Travel Account

Location: Alabang, Philippines

Work Setup: Onsite

Shift Schedule: To be discussed during the Hiring Manager interview

Salary Package: Up to ₱40,000

Target Start Date: ASAP

Interview Process: 2-Level Interviews

JOB DESCRIPTION / KEY RESPONSIBILITIES:

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• Monitor and analyze workforce management metrics, including occupancy, schedule adherence, shrinkage, and service levels, to identify trends and improvement opportunities.
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• Create and manage employee schedules based on customer demand while optimizing labor costs.
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• Lead, supervise, and coach the WFM team to ensure performance targets and objectives are achieved.
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• Collaborate with Operations and Management teams to forecast staffing requirements based on call volume projections and business needs.
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• Monitor and report key performance indicators (KPIs), highlighting performance gaps and recommending corrective actions.
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• Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness.
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• Conduct training sessions on scheduling policies, time management, and schedule adherence.
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• Address scheduling challenges and staffing conflicts promptly and professionally.
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• Coordinate with HR and Payroll to ensure accurate employee timekeeping and attendance records.
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• Support the development and maintenance of workforce management tools and systems.
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QUALIFICATIONS:

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• At least 1–2 years of experience as a WFM Team Lead (NON-NEGOTIABLE).
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• Previous experience in the Workforce Management field is required.
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• Proven experience in workforce management or operations management within a contact center/BPO environment.
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• Demonstrated leadership skills with the ability to coach, motivate, and develop team members.
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• Strong analytical skills and proficiency in Excel or similar data analysis tools.
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• Good knowledge of workforce management principles, including forecasting, scheduling, and staffing models.
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• Excellent communication and interpersonal skills.
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• Strong problem-solving and organizational abilities.
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• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
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• Good written and verbal English communication skills.
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• Familiarity with contact center metrics such as AHT, ASA, FCR, occupancy, adherence, and quality scores is an advantage.
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• Experience using workforce management software is preferred.
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IMPORTANT NOTE:
Former employees of Teleperformance are NOT eligible for rehire, either directly or through a third party.

Interested and qualified candidates are encouraged to apply!