WFM Senior Manager | Teleperformance Vertis

Teleperformance; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Teleperformance is seeking a WFM Senior Manager in the Philippines to lead workforce planning and optimization across business units. You will build forecasting models, monitor intraday performance, and drive staffing strategies to meet SLAs and cost targets.

The role requires 5+ years in Workforce Management, strong WFM platform proficiency, and advanced Excel and analytics skills. You will collaborate with Operations, HR, and Training, and mentor a team of WFM analysts and schedulers.

Qualifications

• Minimum 5 years of experience in Workforce Management within contact center or service operations.
• Proficiency with WFM platforms and advanced Excel and analytics skills.

Responsibilities

• Develop and maintain forecasting models based on historical data and patterns.
• Oversee real-time monitoring of service levels and intraday performance.
• 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 trends.
• Provide 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

Leadership

Cross-functional collaboration

Team management

Tools

Excel

BI tools

Job description

The WFM Senior 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 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.