Deskripsi Pekerjaan
Are you an experienced Workforce Management professional ready to step into a leadership role? Teleperformance, the global leader in omnichannel customer experience management, is seeking a passionate and strategic WFM Team Lead to join our high-performing hub in Davao City.
In this critical position, you will take full ownership of the Workforce Management function, leading a dedicated team of analysts to optimize real-time operations, forecasting, and scheduling. You will work side-by-side with Operations leadership to drive efficiency, ensure service level achievement, and elevate overall center performance. Teleperformance is committed to your growth—we offer world-class training, competitive compensation, and a clear career progression path. If you thrive on data, strategy, and developing top talent, we invite you to make a significant impact with us.
Tanggung Jawab
- Mentor, coach, and lead a dynamic team of WFM Analysts and Real-Time Advisors to achieve operational excellence.
- Manage the complete WFM lifecycle including capacity planning, long-term and short-term forecasting, scheduling, and intraday management.
- Analyze real-time performance metrics and execute strategic actions to consistently meet or exceed service level goals.
- Collaborate closely with Operations, Training, and client stakeholders to align workforce strategies with business objectives.
- Leverage data analysis to identify trends, optimize shrinkage, and improve overall schedule efficiency.
- Prepare and deliver comprehensive performance reports and business reviews to senior leadership.
- Drive continuous improvement by implementing best practices and optimizing WFM tools and processes.
- Ensure strict compliance with all company policies, labor regulations, and client-specific contractual requirements.
Kualifikasi
- At least 2 to 3 years of extensive experience in Workforce Management within a call center or BPO environment.
- Minimum 1 year of proven leadership experience as a Supervisor or Team Lead handling a WFM team.
- Strong proficiency with industry-standard WFM platforms (e.g., NICE, Verint, IEX, or Aspect) and advanced Microsoft Excel skills.
- Excellent analytical and problem-solving skills with a strong attention to detail.
- Superior verbal and written communication skills in English.
- Bachelor's degree holder or equivalent relevant work experience.
- Willingness to work in shifting schedules, including nights, weekends, and holidays.
- Must be amenable to work full onsite in Davao City.