WFM Team Lead – NLCH | BPO Contact Center | MOA

We are looking for an experienced Workforce Management (WFM) Team Lead to oversee end-to-end workforce planning operations in a dynamic contact center environment. The role focuses on staffing, forecasting, scheduling, real-time adherence, and performance reporting to ensure optimal service delivery and operational efficiency.

Key Responsibilities

• Manage end-to-end Workforce Management (WFM) operations including forecasting, scheduling, staffing, and capacity planning

• Ensure achievement of key KPIs such as Service Level (SL), Average Handling Time (AHT), occupancy, and agent adherence

• Create and manage daily, weekly, and monthly workforce schedules

• Perform real-time monitoring (RTA) and take immediate corrective actions to maintain performance standards

• Analyze historical data and call volume trends to prepare accurate forecasts

• Prepare and maintain MIS reports, dashboards, and operational performance reports

• Monitor shrinkage, absenteeism, and workforce utilization

• Coordinate with Operations, Quality, and Training teams for smooth workforce execution

• Support and optimize usage of WFM tools (Verint, NICE, Aspect, Genesys, etc.)

• Lead and supervise WFM analysts or junior team members

• Identify process gaps and drive continuous improvement initiatives

• Ensure compliance with contact center policies, procedures, and workforce standards

Required Skills & Qualifications

• Bachelor’s degree in any related field (Mandatory)

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

• Prior experience as Reports Analyst / WFM Analyst / Reports Supervisor / Team Lead (mandatory)

• Strong experience in BPO / Contact Center environment

• Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys

• Strong Excel skills (Pivot Tables, VLOOKUP, data analysis preferred)

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

• Good communication and stakeholder management skills

• Proven leadership or team handling experience

Work Details

• Work Location: MOA, Pasay City, Philippines

• Work Setup: Onsite

• Work Schedule: Shifting schedule (including night shifts)

• Employment Type: Full-Time

Important Note

Former employees of Teleperformance (direct or indirect, including third-party rehire) are not eligible for this role as per client policy requirements.