WFM Analytics Lead — Forecasting & Reporting

Teleperformance; Pasay; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Healthcare benefits

Career development opportunities

Inclusive work culture

Job summary

Teleperformance is seeking a WFM Team Lead to supervise reporting analysts in Pasay City. You will oversee daily, weekly, and monthly WFM reports, analyze trends, and forecast staffing needs to optimize coverage and efficiency.

You will collaborate with operations managers, coach the team, and ensure data accuracy while driving improvements in reporting capabilities and insights. This is a hands-on leadership role in a fast-paced environment.

Qualifications

• Proven ability to supervise reporting teams and manage daily, weekly, and monthly reports.
• Strong data analysis and forecasting skills for staffing requirements.
• Excellent problem-solving and decision-making abilities.
• Clear communication and collaboration with cross-functional teams.
• Experience with WFM tools like Aspect or NICE IEX is preferred.

Responsibilities

• Supervise a team of reports analysts and coordinate daily/weekly/monthly reports on WFM metrics.
• Analyze historical data and forecast staffing requirements to optimize workforce efficiency.
• Collaborate with operations managers to identify improvements and implement data-driven solutions.
• Provide coaching and mentoring to the reports team.
• Ensure accuracy and integrity of all WFM data and reports.
• Identify and implement process improvements to enhance reporting capabilities.
• Serve as a SME on workforce management reporting and analytics.

Skills

Data analysis

Report generation

Forecasting

Workforce planning

Communication

Education

Bachelor's Degree in Business Administration

Data Analytics

Tools

Aspect WFM

NICE IEX WFM

Job description

Teleperformance is seeking a WFM Team Lead to supervise reporting analysts in Pasay City. You will oversee daily, weekly, and monthly WFM reports, analyze trends, and forecast staffing needs to optimize coverage and efficiency.

You will collaborate with operations managers, coach the team, and ensure data accuracy while driving improvements in reporting capabilities and insights. This is a hands-on leadership role in a fast-paced environment.