Travel Account WFM Team Lead — Onsite, Alabang

Gratitude Philippines; Manila; On-site; PHP 268,000 - 446,000; Full time

Job summary

Teleperformance in Alabang is hiring a Travel Account WFM Team Leader for an onsite role with a up to PHP 40,000 package. The role requires 1–2 years WFM Team Lead experience in a BPO environment and strong analytical skills.

You will monitor metrics, create schedules, lead the team, forecast staffing, report KPIs, and implement improvements, with collaboration across Operations and HR. Start date is ASAP.

Qualifications

• 1–2 years of WFM Team Lead experience in a BPO.
• Experience with contact center operations and forecasting.
• Strong analytical and Excel skills.

Responsibilities

• Monitor and analyze WFM metrics such as occupancy, adherence, and service levels.
• Create and manage schedules aligning staffing with demand while controlling labor costs.
• Lead and coach the WFM team with performance feedback.
• Forecast staffing needs based on call volume in collaboration with Ops.
• Report KPIs to senior management and recommend corrective actions.
• Implement process improvements to boost workforce efficiency.
• Train agents on scheduling, time management, and adherence.
• Coordinate with HR and Payroll on time and attendance.
• Support development and maintenance of WFM tools and systems.

Skills

WFM Team Lead experience

Analytical skills

Communication skills

Multi-tasking

Forecasting

Tools

MS Excel

WFM software

Job description

Teleperformance in Alabang is hiring a Travel Account WFM Team Leader for an onsite role with a up to PHP 40,000 package. The role requires 1–2 years WFM Team Lead experience in a BPO environment and strong analytical skills.

You will monitor metrics, create schedules, lead the team, forecast staffing, report KPIs, and implement improvements, with collaboration across Operations and HR. Start date is ASAP.