Deskripsi Pekerjaan
Are you a data-driven leader with a passion for optimizing workforce performance? Teleperformance, a global leader in customer experience management, is seeking an experienced WFM Manager to join our team in Taguig City. In this critical role, you will oversee workforce management operations, ensuring that staffing levels align with demand while maximizing efficiency and service quality.
As a WFM Manager, you will be responsible for forecasting call volumes, creating optimized schedules, managing real-time adherence, and analyzing performance data to drive continuous improvement. You will work closely with operations, human resources, and training teams to ensure seamless capacity planning and resource allocation. Your leadership will empower a team of workforce analysts and schedulers to excel in a fast-paced BPO environment.
We are looking for a strategic thinker with a deep understanding of workforce management principles and a proven track record in a managerial role. If you are ready to make a significant impact on a global scale and advance your career with an industry leader, we encourage you to apply. Teleperformance offers a competitive compensation package and a vibrant work culture.
Tanggung Jawab
- Lead and manage the workforce management (WFM) team, providing guidance and support to achieve departmental goals.
- Develop and maintain accurate forecasting models for call volume, handle time, and staffing requirements.
- Create optimized schedules to ensure service level targets are met while controlling labor costs.
- Monitor real-time adherence and adjust schedules dynamically to respond to changing business needs.
- Analyze historical and real-time data to identify trends, inefficiencies, and opportunities for improvement.
- Collaborate with operations, HR, and training to align workforce capacity with business strategies.
- Prepare and present regular reports and insights to senior management on workforce metrics and performance.
Kualifikasi
- Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field.
- At least 5 years of experience in workforce management within a BPO or call center environment, including 2+ years in a managerial capacity.
- Strong knowledge of WFM disciplines: forecasting, scheduling, capacity planning, and real-time management.
- Proficiency in WFM software (e.g., IEX, Aspect, Verint) and advanced Microsoft Excel skills.
- Excellent analytical and problem-solving abilities with a data-driven mindset.
- Outstanding communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Proven leadership skills with experience managing and developing a team.
- Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities.