WFM Team Lead - Travel Account - Alabang - Up to 40K Package

Company: Confidential

Program: Travel Account

Location: Alabang - Onsite (WFO)

Industry: BPO / Travel

Setup: Work Onsite

Shift Schedule: To be discussed during HM Interview

Target Start Date: ASAP

Salary: Up to PHP 40,000 Package

*Note:* Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.

*Key Responsibilities:*

- Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels

- Create and manage schedules that align staffing levels with customer demand while minimizing labor costs

- Lead and supervise the WFM team, providing coaching, guidance, and performance feedback

- Collaborate with operations and management to forecast staffing requirements based on call volume and business needs

- Track and report KPIs to senior management, highlighting variances and recommending corrective actions

- Implement process improvements and best practices to enhance workforce efficiency

- Conduct training sessions for agents on scheduling policies, time management, and adherence

- Respond to scheduling challenges and staffing conflicts in a timely manner

- Liaise with HR and payroll for accurate time and attendance data

- Support development and maintenance of WFM tools and systems

*Qualifications:*

- At least 1-2 years of experience as WFM Team Lead (Non-negotiable)

- With experience in WFM field

- Proven experience in workforce management within a contact center environment

- Strong analytical skills with proficiency in WFM systems and Excel

- In-depth knowledge of call center operations, staffing models, and forecasting

- Excellent communication and interpersonal skills

- Strong problem-solving abilities

- Ability to manage multiple priorities in a fast-paced environment

- Familiarity with contact center metrics such as AHT, ASA, FCR, and quality scores is a plus

- Experience with WFM software platforms is preferred

*Interview Process:* 2 Level Interviews