WFM Team Lead — Forecasting, Analytics & Coaching

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

Benefits offered by this job

Comprehensive healthcare and insurance

Career advancement opportunities

Supportive and inclusive culture

Wellness programs and work-lifebalance

Job summary

Teleperformance, a leading global provider of outsourced customer experience management services, seeks a WFM Team Lead based in Mall of Asia, Pasay City, Metro Manila. You will oversee reporting and analytics, drive data-driven workforce decisions, and mentor a team of reports analysts.

The role requires 2–3 years in WFM/reporting, strong data skills, and proficiency with tools like Aspect WFM or NICE IEX WFM. A bachelor’s degree in a related field is expected.

Qualifications

• 2–3 years of experience in a similar workforce management or reporting role, preferably in a contact center or customer service environment.
• Proficient in data analysis, report generation, and workforce planning.
• Excellent problem-solving, critical thinking, and decision-making skills.
• Strong communication and interpersonal skills to collaborate with cross-functional teams.
• Proficient in using workforce management and reporting tools, such as Aspect WFM, NICE IEX WFM, or similar.
• Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.
• Bachelor's Degree in Business Administration, Data Analytics, or a related field.

Responsibilities

• Supervise a team of reports analysts and coordinate the preparation of daily, weekly, and monthly reports on workforce management metrics.
• Analyze historical data and forecast staffing requirements to optimize workforce efficiency and coverage.
• Collaborate with operations managers to identify areas for improvement and implement data-driven solutions.
• Provide coaching and mentoring to the reports team, fostering their professional development.
• Ensure the accuracy and integrity of all workforce management data and reports.
• Identify and implement process improvements to enhance reporting capabilities and insights.
• Serve as a subject matter expert on workforce management reporting and analytics.

Skills

Data analysis

Report generation

Workforce planning

Problem-solving

Communication

Interpersonal skills

Education

Bachelor's Degree in Business Administration, Data Analytics, or related field

Tools

Aspect WFM

NICE IEX WFM

Job description

Teleperformance, a leading global provider of outsourced customer experience management services, seeks a WFM Team Lead based in Mall of Asia, Pasay City, Metro Manila. You will oversee reporting and analytics, drive data-driven workforce decisions, and mentor a team of reports analysts.

The role requires 2–3 years in WFM/reporting, strong data skills, and proficiency with tools like Aspect WFM or NICE IEX WFM. A bachelor’s degree in a related field is expected.