Workforce Analyst Supervisor - TP Alabang

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

Benefits offered by this job

Health insurance

Paid leave

Wellness programmes

Training & development

Flexible working

Job summary

Teleperformance Philippines in Alabang, Muntinlupa City, invites a skilled Workforce Analyst Supervisor to lead a team responsible for data-driven staffing and schedules.

You will analyse volumes, forecast requirements, and deliver actionable insights to improve efficiency and service quality across multiple contact centre locations.

This full-time role emphasizes people leadership, regulatory compliance, and collaboration with operations to optimise workforce planning and performance.

Qualifications

• Proven supervisory experience in workforce management or call centre ops.
• Strong knowledge of forecasting, scheduling, and capacity planning.
• Proficiency in using workforce management software and Microsoft Office.
• Excellent analytical and problem-solving skills with data-driven approach.
• Strong leadership and ability to motivate and develop team members.
• Excellent communication and presentation skills for diverse stakeholders.
• Attention to detail when working with scheduling and reporting data.
• Knowledge of Philippines labor laws is advantageous.
• Bachelor's degree in business, math, stats, or related field preferred.
• Experience with forecasting tools or BI is a plus.

Responsibilities

• Supervise and mentor workforce analysts to ensure team performance.
• Analyse call volumes, AHT, and KPIs to forecast staffing needs.
• Develop and maintain workforce schedules balancing ops and regulations.
• Monitor adherence to schedules and manage attendance.
• Prepare workforce reports and dashboards for senior management.
• Collaborate with operations to identify staffing challenges.
• Utilise workforce management software to optimise scheduling and forecasting.
• Ensure compliance with labour laws and company policies.
• Participate in process improvements to enhance planning efficiency.
• Support recruitment and onboarding to maintain staffing levels.

Skills

Supervisory experience in WFM

Forecasting

Scheduling

Capacity planning

WFM software

Microsoft Office (Excel, Word, PowerPo

Education

Bachelor's degree in Business Administration, Mathematics, Statistics, or related field

Tools

Workforce management software

Microsoft Excel

PowerPoint

Job description

About us

Teleperformance is a leading global provider of omnichannel customer experience and business process services. With a presence in multiple countries, we deliver innovative solutions that help businesses connect with their customers and optimise our operations. We pride ourselves on fostering a dynamic, inclusive workplace where our employees can grow, contribute meaningfully, and make a real difference. Our commitment to excellence and employee development makes us an employer of choice in the customer service and contact centre industry.

About the role

We are seeking an experienced Workforce Analyst Supervisor to join our team at TP Alabang in Muntinlupa City, Metro Manila. This is a full-time position that plays a critical role in optimising our workforce management operations and ensuring optimal staffing levels, efficiency, and service quality. As a Workforce Analyst Supervisor, you will be responsible for analysing workforce data, forecasting staffing requirements, and supervising a team of workforce analysts. This role is essential to maintaining operational excellence and supporting our business objectives across multiple contact centre locations.

Key responsibilities

• Supervise and mentor workforce analysts, providing guidance, feedback, and professional development opportunities to ensure team performance and growth

• Analyse call volume patterns, average handle times, and other key performance indicators to forecast staffing needs and requirements

• Develop and maintain workforce schedules that balance operational needs with employee preferences and labour regulations

• Monitor adherence to schedules and manage attendance tracking, identifying and addressing discrepancies or issues

• Prepare comprehensive workforce reports and dashboards to communicate insights and recommendations to senior management

• Collaborate with operations teams to identify staffing challenges and implement effective solutions

• Utilise workforce management software and tools to optimise scheduling, forecasting, and reporting processes

• Ensure compliance with all relevant labour laws, regulations, and company policies

• Participate in process improvement initiatives and identify opportunities to enhance workforce planning efficiency

• Support recruitment and onboarding efforts to ensure adequate staffing levels are maintained

What we're looking for

• Proven supervisory experience in workforce management or a related call centre operations function, ideally in a contact centre or customer service environment

• Strong knowledge of workforce management concepts, including forecasting, scheduling, and capacity planning

• Proficiency in using workforce management software and Microsoft Office applications (Excel, Word, PowerPoint)

• Excellent analytical and problem-solving skills with the ability to interpret complex data and make data-driven recommendations

• Strong leadership and team management abilities with the capacity to motivate and develop team members

• Excellent communication and presentation skills, with the ability to communicate findings to both technical and non-technical stakeholders

• Attention to detail and accuracy when working with scheduling and reporting data

• Knowledge of local labour laws and regulations applicable to the Philippines is highly advantageous

• Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field is preferred

• Experience with forecasting tools, business intelligence platforms, or advanced analytics is a plus

What we offer

At Teleperformance, we are committed to supporting the wellbeing and career development of our employees. We offer a competitive compensation package, including performance-based incentives and bonuses. Our comprehensive benefits include health insurance coverage, paid leave entitlements, and access to wellness programmes designed to support your physical and mental wellbeing. We provide ongoing training and professional development opportunities to help you advance your career within our organisation. We foster an inclusive and collaborative workplace culture where diversity is celebrated and every employee is valued. Additionally, we offer flexible working arrangements where applicable and maintain a supportive work environment that promotes work-life balance. We actively encourage applications from candidates of all backgrounds and are committed to providing a workplace where everyone can thrive.