WFM Team Lead: Data-Driven Scheduling & Coaching

Teleperformance; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Teleperformance in Alphaland, Philippines, is seeking a WFM Team Lead to join our operations. This full-time role focuses on leading workforce management activities to optimize scheduling, occupancy, adherence and service levels.

You will coach the WFM team, forecast staffing needs, monitor KPIs, and implement process improvements while collaborating with operations and HR. Strong analytical skills and English proficiency are essential.

Qualifications

• Experience leading workforce management in a contact/call center.
• Strong analytical thinking with data-driven decision making.
• Proficient in Excel and WFM tools; good English communication.

Responsibilities

• Monitor occupancy, adherence, shrinkage and service levels to spot trends.
• Create schedules balancing staffing with demand while controlling costs.
• Lead, coach and develop the WFM team to meet objectives.
• Forecast staffing needs based on call volume and business needs.
• Track KPIs and report variances with corrective actions.
• Implement process improvements to boost efficiency.
• Train agents on scheduling policies and time management.
• Coordinate with HR/payroll on attendance data.

Skills

Workforce management

Leadership

Analytical skills

Excel

English communication

Tools

WFM software

Forecasting software

Job description

Teleperformance in Alphaland, Philippines, is seeking a WFM Team Lead to join our operations. This full-time role focuses on leading workforce management activities to optimize scheduling, occupancy, adherence and service levels.

You will coach the WFM team, forecast staffing needs, monitor KPIs, and implement process improvements while collaborating with operations and HR. Strong analytical skills and English proficiency are essential.