Workforce Management Team Lead | Teleperformance MAAX

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

Benefits offered by this job

Comprehensive healthcare and insurance

Career advancement opportunities

Supportive and inclusive culture

Wellness programs and work-lifebalance

Job summary

Teleperformance, a leading global provider of outsourced customer experience management services, seeks a WFM Team Lead based in Mall of Asia, Pasay City, Metro Manila. You will oversee reporting and analytics, drive data-driven workforce decisions, and mentor a team of reports analysts.

The role requires 2–3 years in WFM/reporting, strong data skills, and proficiency with tools like Aspect WFM or NICE IEX WFM. A bachelor’s degree in a related field is expected.

Qualifications

• 2–3 years of experience in a similar workforce management or reporting role, preferably in a contact center or customer service environment.
• Proficient in data analysis, report generation, and workforce planning.
• Excellent problem-solving, critical thinking, and decision-making skills.
• Strong communication and interpersonal skills to collaborate with cross-functional teams.
• Proficient in using workforce management and reporting tools, such as Aspect WFM, NICE IEX WFM, or similar.
• Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.
• Bachelor's Degree in Business Administration, Data Analytics, or a related field.

Responsibilities

• Supervise a team of reports analysts and coordinate the preparation of daily, weekly, and monthly reports on workforce management metrics.
• Analyze historical data and forecast staffing requirements to optimize workforce efficiency and coverage.
• Collaborate with operations managers to identify areas for improvement and implement data-driven solutions.
• Provide coaching and mentoring to the reports team, fostering their professional development.
• Ensure the accuracy and integrity of all workforce management data and reports.
• Identify and implement process improvements to enhance reporting capabilities and insights.
• Serve as a subject matter expert on workforce management reporting and analytics.

Skills

Data analysis

Report generation

Workforce planning

Problem-solving

Communication

Interpersonal skills

Education

Bachelor's Degree in Business Administration, Data Analytics, or related field

Tools

Aspect WFM

NICE IEX WFM

Job description

About the role

Teleperformance, a leading global provider of outsourced customer experience management services, is seeking a highly motivated and experienced WFM Team Lead to join our team based in Mall of Asia, Pasay City, Metro Manila. As the WFM Team Lead, you will play a crucial role in overseeing the reporting and analytics function, ensuring accurate and timely workforce management data to drive operational excellence.

What you’ll be doing

1. Supervise a team of reports analysts and coordinate the preparation of daily, weekly, and monthly reports on workforce management metrics

2. Analyze historical data and forecast staffing requirements to optimize workforce efficiency and coverage

3. Collaborate with operations managers to identify areas for improvement and implement data-driven solutions

4. Provide coaching and mentoring to the reports team, fostering their professional development

5. Ensure the accuracy and integrity of all workforce management data and reports

6. Identify and implement process improvements to enhance reporting capabilities and insights

7. Serve as a subject matter expert on workforce management reporting and analytics

What we’re looking for

1. Minimum of 2-3 years of experience in a similar workforce management or reporting role, preferably in a contact center or customer service environment

2. Proficient in data analysis, report generation, and workforce planning

3. Excellent problem-solving, critical thinking, and decision-making skills

4. Strong communication and interpersonal skills to effectively collaborate with cross-functional teams

5. Proficient in using workforce management and reporting tools, such as Aspect WFM, NICE IEX WFM, or similar

6. Ability to work in a fast-paced, dynamic environment and adapt to changing business needs

7. Bachelor's Degree in Business Administration, Data Analytics, or a related field

What we offer

At Teleperformance, we are committed to providing our employees with a rewarding and fulfilling work experience. As a WFM Team Lead, you can expect:

1. Comprehensive healthcare and insurance benefits

2. Opportunities for career advancement and professional development

3. Supportive and inclusive work culture that values teamwork and collaboration

4. Access to wellness programs and work-life balance initiatives

About us

Teleperformance is a global leader in customer experience management and business process outsourcing. With a presence in 80 countries and over 380,000 employees worldwide, we are committed to delivering exceptional customer service and driving business growth for our clients. Join our dynamic team and be part of the Teleperformance success story.