WFM Manager | Teleperformance Alabang

Teleperformance; Muntinlupa; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Teleperformance Philippines is seeking a senior WFM Manager to lead forecasting, capacity planning and real-time monitoring to ensure service levels and cost-effective staffing across contact-center operations.

You will mentor WFM analysts, coordinate with Operations, HR and Training, and deliver actionable insights to senior leadership. This role emphasizes continuous improvement of WFM tools and analytics to drive efficiency and performance.

Qualifications

• 3–5 years in Workforce Management for contact centers or service operations.
• Proficiency in WFM platforms and tools.
• Advanced Excel, data analysis and reporting skills.

Responsibilities

• Develop and maintain forecasting models based on historical data and trends.
• Oversee real-time monitoring of service levels, adherence, and intraday metrics.
• Lead capacity planning and staffing strategies to meet SLAs and budgets.
• Manage scheduling processes including shift bids and time-off planning.
• Collaborate with Operations, HR and Training to align workforce plans with recruitment and attrition.
• Provide actionable insights and reports to senior leadership on performance and risks.
• Drive continuous improvement in WFM tools, processes and analytics.
• Mentor and develop WFM analysts and schedulers.

Skills

Workforce management experience

Leadership

Data analysis

Reporting

Stakeholder influence

Tools

WFM platforms

Excel

Job description

The WFM Manager is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.

Key Responsibilities

• Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.

• Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.

• Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.

• Manage scheduling processes, including shift bids, time-off planning, and exception handling.

• Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.

• Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.

• Drive continuous improvement in WFM tools, processes, and analytics capabilities.

• Mentor and develop WFM analysts and schedulers to build a high-performing team.

Required Qualifications

• Minimum of 3–5 years of experience in Workforce Management within a contact center or service operations environment.

• Strong proficiency in WFM platforms

• Advanced skills in Excel, data analysis, and reporting tools.

• Proven ability to lead teams, manage multiple priorities, and influence cross-functional stakeholders.