Real-Time Workforce Optimization Specialist

Teleperformance; Makati; On-site; PHP 450,000 - 750,000; Full time

Job summary

Teleperformance in Manila area seeks a capable supervisor to oversee all operational support aspects of the contact center. You will monitor staffing, scheduling, forecasting systems, and policy execution to ensure service levels remain high.

You will also monitor training programs, quality issues, and the implementation of support systems across potentially multiple centers, driving continuous improvement and day-to-day excellence.

Qualifications

• Knowledge base typically acquired from a professional/university degree
• Approximately 1-2 years of practical professional experience in a particular area
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center
• Facilitates and monitors staffing, scheduling and forecasting systems, and policy and procedure
• Monitors the implementation and execution of training programs across the contact center
• Oversees all aspects of contact center quality issues and support systems implementation and management
• May be responsible for multiple contact centers

Job description

Teleperformance in Manila area seeks a capable supervisor to oversee all operational support aspects of the contact center. You will monitor staffing, scheduling, forecasting systems, and policy execution to ensure service levels remain high.

You will also monitor training programs, quality issues, and the implementation of support systems across potentially multiple centers, driving continuous improvement and day-to-day excellence.