Start ASAP! Workforce Scheduling Supervisor - TP EDSA

Teleperformance; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary and incentives

Health and wellness benefits

Career development opportunities

Work-life balance programs

Leave entitlements and scheduling Flex

Job summary

Teleperformance is seeking a Workforce Scheduling Supervisor to join our Mandaluyong City facility. This full-time role focuses on managing and optimising scheduling operations for maximum efficiency and service level compliance.

You will analyse data, forecast staffing needs, and collaborate with management to ensure adequate staffing and smooth operations across our customer service teams at Teleperformance Manila.

Qualifications

• Proven experience in workforce scheduling or workforce management in a supervisory role.
• Strong knowledge of workforce management systems and scheduling software.
• Excellent analytical and problem-solving skills with data interpretation abilities.
• Proficiency in Microsoft Excel and data management tools.
• Demonstrated leadership and ability to work collaboratively in teams.

Responsibilities

• Develop, implement and manage workforce schedules to meet operational demands while ensuring SLAs.
• Analyse scheduling data to identify trends and opportunities for improvement.
• Collaborate with management to forecast staffing based on call volume projections.
• Manage schedule exceptions, shift swaps and time-off requests.
• Monitor adherence to schedules and address attendance issues promptly.
• Provide guidance to team members regarding schedules and shifts.
• Utilise WFM systems to track, report and optimise performance.
• Communicate scheduling updates to stakeholders in a timely manner.
• Identify and implement process improvements for scheduling efficiency.
• Support recruitment and onboarding to ensure adequate staffing.

Skills

Workforce scheduling

Supervisory experience

Call centre experience

Excel skills

Leadership

Tools

NICE/Verint

Job description

About the role

Teleperformance is seeking a Workforce Scheduling Supervisor to join our dynamic team at our EDSA facility in Mandaluyong City, Metro Manila. This is a full-time position offering an exciting opportunity to make a direct impact on our operations. As a Workforce Scheduling Supervisor, you will be responsible for managing and optimising our workforce scheduling operations to ensure maximum efficiency, service level compliance, and employee satisfaction. This role is critical to maintaining the smooth operation of our contact centre, serving as a bridge between our operational requirements and our talented workforce.

What you’ll be doing

In this role, your key responsibilities will include:

• Developing, implementing and managing workforce schedules to meet operational demands whilst ensuring service level agreements are consistently met
• Analysing scheduling data and metrics to identify trends, inefficiencies and opportunities for improvement
• Collaborating with management to forecast staffing requirements based on call volume projections and business needs
• Managing schedule exceptions, shift swaps and time-off requests whilst maintaining operational balance
• Monitoring workforce adherence to schedules and addressing attendance issues promptly and professionally
• Providing support and guidance to team members regarding their schedules and shift assignments
• Utilising workforce management systems and tools to track, report and optimise scheduling performance
• Communicating scheduling updates and changes to relevant stakeholders in a timely manner
• Identifying and implementing process improvements to enhance scheduling efficiency and accuracy
• Supporting recruitment and onboarding processes to ensure adequate staffing levels

What we’re looking for

To succeed in this role, we are seeking candidates with the following skills, qualifications and experience:

• Proven experience in workforce scheduling, workforce management or a similar supervisory role within a call centre or customer service environment
• Strong knowledge of workforce management systems, scheduling software and relevant analytics tools
• Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions
• Proficiency in Microsoft Excel and other data management tools
• Outstanding organisational and time-management abilities with the capacity to handle multiple priorities
• Excellent communication skills, both verbal and written, with the ability to effectively communicate with diverse stakeholder groups
• Demonstrated leadership qualities and the ability to work collaboratively within a team environment
• Strong attention to detail and accuracy in scheduling and reporting
• A customer-focused mindset with a commitment to service excellence
• Flexibility and adaptability in a fast-paced, dynamic environment
• Preferred: Experience with workforce management platforms such as NICE, Verint or similar systems
• Preferred: Background in operations management or business analysis
• Preferred: Advanced Excel skills including pivot tables, formulas and data visualisation

What we offer

At Teleperformance, we are committed to providing our employees with a comprehensive benefits package and a supportive work environment. We offer:

• Competitive salary and performance-based incentive schemes
• Comprehensive health and wellness benefits including medical, dental and life insurance
• Career development and training opportunities to support your professional growth
• A dynamic, inclusive workplace culture that values innovation and collaboration
• Work-life balance initiatives and employee assistance programmes
• Paid leave entitlements and flexible scheduling options where possible
• A clear pathway for career advancement within the organisation
• Access to employee recognition and reward programmes

About us

Teleperformance is a global leader in digital customer experience management and business process optimisation. With a presence across multiple countries and industries, we deliver innovative solutions to some of the world's leading brands. Our commitment to excellence, customer satisfaction and employee development has made us a trusted partner for businesses seeking to enhance their customer service capabilities. At our Manila operations, we pride ourselves on creating a supportive, inclusive and professional environment where talented individuals can thrive and advance their careers. We are dedicated to fostering a workplace culture that encourages growth, innovation and teamwork.