Deskripsi Pekerjaan
Join Teleperformance's dynamic team as a WFM Scheduling Supervisor in Pasay City, where you'll drive operational excellence in our global customer experience center. This pivotal role oversees Workforce Management (WFM) operations, ensuring optimal staffing alignment with business objectives while leading a high-performing scheduling team. You'll leverage data-driven forecasting and scheduling methodologies to maintain service level agreements, maximize agent productivity, and minimize operational costs. With Teleperformance's commitment to career advancement, you'll gain exposure to industry-leading WFM technologies and methodologies while mentoring talent in a fast-paced BPO environment. Perfect for strategic thinkers with strong analytical skills and a passion for optimizing workforce efficiency.
Tanggung Jawab
- Lead, mentor, and develop a team of WFM scheduling professionals to ensure adherence to service level agreements
- Develop and implement optimized staff schedules using WFM tools (e.g., IEX, Calabrio) based on call volume forecasting
- Analyze historical and real-time data to adjust staffing models for occupancy, shrinkage, and adherence targets
- Collaborate with operations, HR, and training teams to align staffing strategies with business objectives
- Monitor and report on key WFM metrics including FTE, adherence, and service level performance
- Ensure compliance with labor regulations and company policies regarding work breaks and overtime
- Continuously improve scheduling processes through automation and data-driven decision making
Kualifikasi
- Bachelor's degree in Business, Industrial Engineering, or related field (3+ years equivalent experience accepted)
- Minimum 3 years in Workforce Management with 1+ years in supervisory role
- Proficiency in WFM software and advanced Excel/Power BI for data analysis
- Strong understanding of call center metrics (ASA, AHT, FTE, occupancy)
- Experience in unionized or complex labor environment preferred
- Exceptional leadership, communication, and problem-solving skills
- Ability to work flexible hours including overnight shifts during peak periods