WFM Team Lead: Scheduling, Forecasting & Coaching

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

Benefits offered by this job

Competitive remuneration

Career development

Collaborative culture

Training programs

Work-life balance

Job summary

Teleperformance is seeking a WFM Team Lead to join our Rockwell, Pasig operations. This full-time role will lead workforce management, schedule optimization and performance coaching to ensure service levels. You will analyze metrics, forecast staffing needs and drive process improvements while collaborating across departments.

Excellent English communication and leadership are required. Teleperformance offers competitive pay, ongoing training, and opportunities for career growth within a global

Qualifications

• Proven experience in a workforce management or operations management role within a contact center.
• Demonstrated leadership experience with the ability to motivate and develop team members.

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 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 to ensure accurate recording of time and attendance data
• Support the development and maintenance of workforce management tools and systems

Skills

Workforce management

Leadership

Analytical skills

Call center operations

Communication

Problem solving

Time management

English proficiency

KPIs

WFM software

Tools

Workforce management software

Job description

Teleperformance is seeking a WFM Team Lead to join our Rockwell, Pasig operations. This full-time role will lead workforce management, schedule optimization and performance coaching to ensure service levels. You will analyze metrics, forecast staffing needs and drive process improvements while collaborating across departments.

Excellent English communication and leadership are required. Teleperformance offers competitive pay, ongoing training, and opportunities for career growth within a global