Remote WFM Team Lead: Optimize Scheduling & Coaching

Teleperformance; Quezon City; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Remote work

Job summary

Teleperformance is seeking a WFM Team Lead to join our Fairview Terraces operations. This is a work at home, full-time position that focuses on leading and optimizing workforce management within our dynamic call center environment.

You will monitor and analyze WFM metrics, forecast staffing needs, create efficient schedules, and coach the WFM team to meet service levels while managing labor costs. Strong analytical skills and Excel proficiency are essential, along with excellent English

Qualifications

• Proven experience in a workforce management or operations management role in a contact center.
• Demonstrated leadership experience with the ability to motivate and develop team members.
• Strong analytical skills with proficiency in WFM systems and Excel.
• Deep knowledge of call center operations, forecasting methods and scheduling principles.
• Excellent communication and interpersonal skills with cross-department collaboration.
• English proficiency and ability to work in a fast-paced environment.

Responsibilities

• Monitor and analyze WFM metrics such as occupancy, adherence, shrinkage and service levels.
• Create and manage schedules to align staffing with demand while controlling costs.
• Lead and coach the WFM team, providing feedback to meet objectives.
• Forecast staffing requirements based on call volume and business needs.
• Track KPIs and report variances with corrective actions.
• Implement process improvements to enhance efficiency.
• Conduct training sessions on scheduling policies and adherence.
• Address scheduling challenges and staffing conflicts promptly.
• Coordinate with HR and payroll on attendance data.
• Support development and maintenance of WFM tools and systems.

Skills

Leadership

Forecasting

Scheduling

Analytical skills

Excel

English proficiency

Communication

Tools

WFM software

Job description

Teleperformance is seeking a WFM Team Lead to join our Fairview Terraces operations. This is a work at home, full-time position that focuses on leading and optimizing workforce management within our dynamic call center environment.

You will monitor and analyze WFM metrics, forecast staffing needs, create efficient schedules, and coach the WFM team to meet service levels while managing labor costs. Strong analytical skills and Excel proficiency are essential, along with excellent English