Job Description
Are you a seasoned Workforce Management professional looking to elevate your career? Teleperformance Alabang is seeking a dynamic and analytical WFM Team Lead to join our high-performing operations team. In this role, you will play a pivotal part in optimizing resource allocation, monitoring real-time performance, and driving service level excellence across our call center operations.
You will lead a team of talented analysts, fostering a culture of continuous improvement and data-driven decision-making. If you possess a deep understanding of workforce scheduling, forecasting models, and operational strategy, we want to hear from you. We offer a fast-paced environment where your expertise directly impacts our ability to deliver superior customer experiences while enabling significant professional growth.
Responsibilities
- Lead, mentor, and develop a team of WFM analysts to ensure operational excellence.
- Oversee real-time monitoring of service levels, occupancy, and agent adherence to ensure KPIs are met.
- Develop and maintain accurate forecasting models to predict call volume and headcount requirements.
- Collaborate with Operations Managers to provide actionable insights based on performance data.
- Manage scheduling processes, including shift bids, leave management, and off-phone activity coordination.
- Analyze historical data to identify trends, performance gaps, and opportunities for process efficiency.
- Ensure compliance with company policies and global WFM standards.
Qualifications
- At least 3-5 years of experience in Workforce Management within a BPO/Call Center environment, with at least 1-2 years in a leadership or supervisory capacity.
- In-depth proficiency in WFM software (e.g., IEX, Verint, Aspect, or Genesys).
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros) and data visualization tools.
- Strong analytical mindset with the ability to interpret complex data sets and translate them into operational strategies.
- Excellent communication skills with the ability to influence stakeholders at various levels.
- Proven ability to manage high-pressure situations and make quick, informed decisions.
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field is preferred.