Strategic Workforce Scheduling Lead

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

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.