Deskripsi Pekerjaan
Join Teleperformance, a global leader in customer experience management, as a Workforce Management (WFM) Team Lead in our Alabang, Metro Manila location. This is an excellent opportunity to advance your career in a dynamic and supportive environment where your leadership skills can truly make an impact.
As a WFM Team Lead, you will be responsible for overseeing the efficient planning and scheduling of our customer service operations, ensuring optimal staffing levels to meet service level agreements while maximizing productivity. You will lead a team of WFM specialists, providing guidance, coaching, and support to ensure operational excellence.
Teleperformance offers a comprehensive benefits package, competitive compensation, and unparalleled career growth opportunities. We value our employees and provide a work culture that promotes professional development and work-life balance. If you're a motivated leader with a passion for optimizing workforce operations, we encourage you to apply for this exciting position.
Tanggung Jawab
- Oversee daily WFM operations including forecasting, scheduling, and real-time management
- Lead, mentor, and develop a team of WFM specialists
- Monitor and analyze workforce metrics to ensure service level targets are met
- Collaborate with department heads to align workforce plans with business objectives
- Implement continuous improvement initiatives to enhance operational efficiency
- Manage adherence to schedules and handle exceptions effectively
- Generate regular reports on workforce performance and provide insights to stakeholders
- Ensure compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum of 3 years of experience in workforce management, preferably in a contact center environment
- Proven leadership experience with at least 1 year in a supervisory role
- Strong analytical skills with proficiency in WFM software and tools
- Excellent communication and interpersonal skills
- Ability to work under pressure and make data-driven decisions
- Knowledge of contact center operations and service level agreements
- Proficient in Microsoft Office applications, particularly Excel