WFM Team Lead: Optimize Staffing & Performance

Teleperformance

Muntinlupa

On-site

PHP 1,004,000 - 1,674,000

Full time

14 days+

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Job summary

Teleperformance is seeking a WFM Team Lead to join our Alabang, Muntinlupa operations. This full-time role drives workforce planning, schedules, and performance coaching to ensure service levels and cost efficiency in a dynamic call center environment.

You will lead the WFM team, forecast staffing needs, monitor KPIs, implement process improvements, and collaborate with HR and Operations to maintain high-quality customer service delivery across multiple channels.

Qualifications

Proven experience in a workforce management or operations management role in a contact centre.
Strong leadership with ability to coach and develop team members.
Excellent analytical skills with proficiency in data tools and WFM systems.

Responsibilities

Monitor and analyse WFM metrics (occupancy, adherence, shrinkage, service levels).
Create and manage schedules aligning staffing with demand while controlling costs.
Lead and supervise the WFM team, providing coaching and performance feedback.
Collaborate with operations to forecast staffing needs based on call volume.
Track KPIs and report variances with corrective actions.
Implement process improvements to boost efficiency.
Conduct training on scheduling policies and time management.
Address scheduling challenges and staffing conflicts promptly.
Coordinate with HR and payroll for time and attendance data.
Support development and maintenance of WFM tools and systems.