WFM Team Lead - Teleperformance Fairview Terraces

Teleperformance; Quezon City; À distance; PHP 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Remote work

Résumé du poste

Teleperformance is seeking a WFM Team Lead to join our Fairview Terraces operations. This is a work at home, full-time position that focuses on leading and optimizing workforce management within our dynamic call center environment.

You will monitor and analyze WFM metrics, forecast staffing needs, create efficient schedules, and coach the WFM team to meet service levels while managing labor costs. Strong analytical skills and Excel proficiency are essential, along with excellent English

Qualifications

• Proven experience in a workforce management or operations management role in a contact center.
• Demonstrated leadership experience with the ability to motivate and develop team members.
• Strong analytical skills with proficiency in WFM systems and Excel.
• Deep knowledge of call center operations, forecasting methods and scheduling principles.
• Excellent communication and interpersonal skills with cross-department collaboration.
• English proficiency and ability to work in a fast-paced environment.

Responsabilités

• Monitor and analyze WFM metrics such as occupancy, adherence, shrinkage and service levels.
• Create and manage schedules to align staffing with demand while controlling costs.
• Lead and coach the WFM team, providing feedback to meet objectives.
• Forecast staffing requirements based on call volume and business needs.
• Track KPIs and report variances with corrective actions.
• Implement process improvements to enhance efficiency.
• Conduct training sessions on scheduling policies and adherence.
• Address scheduling challenges and staffing conflicts promptly.
• Coordinate with HR and payroll on attendance data.
• Support development and maintenance of WFM tools and systems.

Connaissances

Leadership

Forecasting

Scheduling

Analytical skills

Excel

English proficiency

Communication

Outils

WFM software

Description du poste

About the role

Teleperformance is seeking a WFM Team Lead to join our operations in Fairview Terraces. This is a Work at home, full-time position that offers an exciting opportunity to lead and optimize workforce management functions within our dynamic call center environment. As WFM Team Lead, you will play a crucial role in ensuring operational efficiency, meeting service level targets, and supporting the development of your team. This position is integral to maintaining the high standards of customer service delivery that Teleperformance is known for globally.

Key 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 key performance indicators (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 departments to ensure accurate recording of employee time and attendance data

• Support the development and maintenance of workforce management tools and systems

What we're looking for

• Proven experience in a workforce management or operations management role within a contact center or call center environment

• Demonstrated leadership experience with the ability to motivate and develop team members effectively

• Strong analytical skills with proficiency in workforce management systems and Excel or similar data analysis tools

• In-depth knowledge of call center operations, including staffing models, forecasting methodologies and scheduling principles

• Excellent communication and interpersonal skills with the ability to work collaboratively across multiple departments

• Strong problem-solving abilities with a focus on identifying practical solutions to operational challenges

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment

• Proficiency in English, both written and verbal

• Familiarity with contact center metrics and KPIs such as AHT, ASA, FCR and quality scores is advantageous

• Experience with workforce management software platforms is preferred

What we offer

Teleperformance is committed to providing our employees with a comprehensive benefits package and a supportive work environment. We offer competitive remuneration, opportunities for career advancement and professional development within a growing global organization. Our employees benefit from a collaborative culture that values innovation, excellence and employee wellbeing. We provide ongoing training programs to support your professional growth and recognize outstanding performance through our reward and recognition initiatives. Additionally, we offer work-life balance support and various employee assistance programs to ensure your overall wellbeing and satisfaction at work.

About us

Teleperformance is a leading global digital customer experience company, serving over 30 million customers daily across the world. We specialize in delivering innovative customer engagement and business process management services to companies across diverse industries including retail, finance, telecommunications, healthcare and technology. With a presence in over 80 countries, Teleperformance is committed to creating meaningful customer connections and driving business growth for our clients. Our success is built on the talent, dedication and innovation of our diverse workforce, and we pride ourselves on creating an inclusive workplace where employees can thrive and contribute to our mission of delivering exceptional customer experiences.