WFM Team Lead: Optimize Schedules & KPIs

Teleperformance; Mandaluyong; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Career advancement

Professional development

Work-life balance support

Employee assistance programs

Job summary

Teleperformance in Manila is seeking a WFM Team Lead to guide workforce management in a busy call center, ensuring service levels and cost efficiency. You will lead a team, forecast staffing needs, and collaborate with operations to optimize schedules and performance.

The role requires strong leadership, analytical skills, and fluency in English, with a focus on driving improvements and delivering excellent customer service across shifts.

Qualifications

• Experience in a WFM or operations management role in a contact center or call center environment.
• Proven leadership with ability to motivate and develop team members.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, WFM software).
• In-depth knowledge of call center operations, forecasting, scheduling principles.
• Excellent communication and interpersonal skills across departments.
• Strong problem-solving abilities for operational challenges.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient in English, both written and spoken.

Responsibilities

• Monitor and analyze WFM metrics such as occupancy, adherence, shrinkage and service levels.
• Create and manage schedules aligning staffing with demand while controlling labor costs.
• Lead and supervise the WFM team with coaching and performance feedback.
• Forecast staffing requirements based on call volume and business needs.
• Track KPIs and report variances to senior management with corrective actions.
• Implement process improvements to enhance efficiency.
• Conduct training on scheduling policies and time management.
• Address scheduling challenges and staffing conflicts promptly.
• Coordinate with HR/payroll to ensure accurate time and attendance data.
• Support development and maintenance of WFM tools and systems.

Skills

Leadership

Analytical skills

Excel proficiency

English proficiency

Communication skills

Forecasting & scheduling

Call center knowledge

Team coaching

Tools

Excel

WFM software

Payroll/HR systems

Job description

Teleperformance in Manila is seeking a WFM Team Lead to guide workforce management in a busy call center, ensuring service levels and cost efficiency. You will lead a team, forecast staffing needs, and collaborate with operations to optimize schedules and performance.

The role requires strong leadership, analytical skills, and fluency in English, with a focus on driving improvements and delivering excellent customer service across shifts.