WFM Team Lead: Optimize Staffing & Performance

Teleperformance; Mabalacat; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Teleperformance in Clark, Pampanga is seeking a WFM Team Lead to join our call center operations. This full-time role focuses on leading and optimizing workforce management to meet service levels and keep schedules aligned with demand.

You will coach the WFM team, forecast staffing needs, monitor KPIs, and implement process improvements. Strong Excel skills and experience in contact centers are essential, with excellent English communication.

Qualifications

• Proven experience in a workforce management or operations management role within a contact center environment.
• Strong leadership experience with team coaching and performance feedback.
• Solid analytical skills with data-driven decision making.
• Proficiency in Excel and data analysis for WFM forecasting and scheduling.

Responsibilities

• Monitor and analyze workforce management metrics to identify trends and opportunities.
• Create and manage schedules that align staffing with demand and control labor costs.
• Lead and supervise the WFM team, providing coaching and performance feedback.
• Forecast staffing requirements based on call volume projections and business needs.
• Track and report KPIs to senior management and recommend corrective actions.
• Implement process improvements to enhance workforce efficiency.
• Conduct training sessions on scheduling policies and adherence expectations.
• Address scheduling challenges and staffing conflicts promptly.
• Coordinate with HR and payroll to ensure accurate time and attendance data.
• Support development and maintenance of WFM tools and systems.

Skills

Workforce management

Leadership

Data analysis

Excel proficiency

Job description

Teleperformance in Clark, Pampanga is seeking a WFM Team Lead to join our call center operations. This full-time role focuses on leading and optimizing workforce management to meet service levels and keep schedules aligned with demand.

You will coach the WFM team, forecast staffing needs, monitor KPIs, and implement process improvements. Strong Excel skills and experience in contact centers are essential, with excellent English communication.