Lead Workforce Analytics Supervisor

Teleperformance; Muntinlupa; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Paid leave

Wellness programmes

Training & development

Flexible working

Job summary

Teleperformance Philippines in Alabang, Muntinlupa City, invites a skilled Workforce Analyst Supervisor to lead a team responsible for data-driven staffing and schedules.

You will analyse volumes, forecast requirements, and deliver actionable insights to improve efficiency and service quality across multiple contact centre locations.

This full-time role emphasizes people leadership, regulatory compliance, and collaboration with operations to optimise workforce planning and performance.

Qualifications

• Proven supervisory experience in workforce management or call centre ops.
• Strong knowledge of forecasting, scheduling, and capacity planning.
• Proficiency in using workforce management software and Microsoft Office.
• Excellent analytical and problem-solving skills with data-driven approach.
• Strong leadership and ability to motivate and develop team members.
• Excellent communication and presentation skills for diverse stakeholders.
• Attention to detail when working with scheduling and reporting data.
• Knowledge of Philippines labor laws is advantageous.
• Bachelor's degree in business, math, stats, or related field preferred.
• Experience with forecasting tools or BI is a plus.

Responsibilities

• Supervise and mentor workforce analysts to ensure team performance.
• Analyse call volumes, AHT, and KPIs to forecast staffing needs.
• Develop and maintain workforce schedules balancing ops and regulations.
• Monitor adherence to schedules and manage attendance.
• Prepare workforce reports and dashboards for senior management.
• Collaborate with operations to identify staffing challenges.
• Utilise workforce management software to optimise scheduling and forecasting.
• Ensure compliance with labour laws and company policies.
• Participate in process improvements to enhance planning efficiency.
• Support recruitment and onboarding to maintain staffing levels.

Skills

Supervisory experience in WFM

Forecasting

Scheduling

Capacity planning

WFM software

Microsoft Office (Excel, Word, PowerPo

Education

Bachelor's degree in Business Administration, Mathematics, Statistics, or related field

Tools

Workforce management software

Microsoft Excel

PowerPoint

Job description

Teleperformance Philippines in Alabang, Muntinlupa City, invites a skilled Workforce Analyst Supervisor to lead a team responsible for data-driven staffing and schedules.

You will analyse volumes, forecast requirements, and deliver actionable insights to improve efficiency and service quality across multiple contact centre locations.

This full-time role emphasizes people leadership, regulatory compliance, and collaboration with operations to optimise workforce planning and performance.