WFM Team Lead: Drive Scheduling & Performance

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

Benefits offered by this job

Competitive remuneration

Career advancement

Training programs

Work-life balance support

Job summary

Teleperformance is seeking a WFM Team Lead to join our McKinley, Taguig operations. This full-time role focuses on leading workforce management, optimizing schedules, and ensuring service levels across our contact center.

You will monitor metrics, coach the team, and collaborate with HR and payroll to maintain accurate attendance data. The ideal candidate has proven WFM or operations leadership experience, strong analytics, and excellent English communication.

Qualifications

• Proven experience in a WFM or operations management role in a contact center
• Demonstrated leadership to motivate and develop team members
• Strong analytical skills with proficiency in WFM systems and Excel
• In-depth knowledge of call center operations: staffing, forecasting, scheduling
• Excellent communication and collaboration across departments
• Strong problem-solving abilities with practical solutions
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in English, written and verbal
• Familiarity with contact center KPIs such as AHT, ASA, FCR and quality scores
• Experience with WFM software platforms preferred

Responsibilities

• Monitor and analyze workforce management metrics including occupancy, adherence, shrinkage and service levels to identify trends and opportunities for improvement
• Create and manage schedules that align staffing levels with customer demand whilst minimizing labor costs
• Lead and supervise the WFM team, providing coaching, guidance and performance feedback to ensure team members are meeting their objectives
• Collaborate with operations and management teams to forecast staffing requirements based on call volume projections and business needs
• Track and report on key performance indicators (KPIs) to senior management, highlighting variances and recommending corrective actions
• Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness
• Conduct training sessions for agents on scheduling policies, time management and adherence expectations
• Respond to scheduling challenges and staffing conflicts in a timely and professional manner
• Liaise with HR and payroll departments to ensure accurate recording of employee time and attendance data
• Support the development and maintenance of workforce management tools and systems

Skills

Workforce management

Leadership

Excel

Data analysis

Call center ops

Forecasting

Scheduling

English proficiency

Cross-functional

Team coaching

Tools

WFM software

Job description

Teleperformance is seeking a WFM Team Lead to join our McKinley, Taguig operations. This full-time role focuses on leading workforce management, optimizing schedules, and ensuring service levels across our contact center.

You will monitor metrics, coach the team, and collaborate with HR and payroll to maintain accurate attendance data. The ideal candidate has proven WFM or operations leadership experience, strong analytics, and excellent English communication.