Deskripsi Pekerjaan
Are you ready to take the next step in your career with a global leader in the BPO industry? Teleperformance Davao is seeking a highly motivated and strategic Workforce Management (WFM) Team Leader to join our dynamic team. This is an urgent requirement, and we are looking for a professional who can hit the ground running and make an immediate impact on our operational success.
In the fast-paced world of customer service, the WFM Team Leader plays a pivotal role. You will be responsible for overseeing the daily operations of our workforce team, ensuring that staffing levels are optimized to meet client demands while maintaining high levels of employee satisfaction. Your expertise in forecasting, scheduling, and real-time management will be essential in navigating the complexities of a large-scale call center.
At Teleperformance, we believe in fostering a supportive team culture where innovation and excellence are celebrated. As a Team Leader, you won't just manage schedules; you will lead people, mentor talent, and drive continuous improvement initiatives. We provide a competitive salary package, comprehensive benefits, and a clear career path for those who demonstrate passion and dedication. This is more than just a job; it’s an opportunity to grow within a company that values your contribution and invests in your future.
The ideal candidate is someone who thrives in high-pressure environments, possesses sharp analytical skills, and can communicate effectively with stakeholders at all levels. If you have a deep understanding of WFM methodologies and a proven track record of leadership in the BPO sector, we invite you to apply today and start your journey with Teleperformance Davao ASAP!
Tanggung Jawab
- Lead and mentor a team of WFM analysts to ensure daily service level targets are met across all channels.
- Oversee real-time management strategies, adjusting staffing levels and queues to mitigate performance gaps.
- Collaborate with operations and training teams to coordinate off-phone activities without impacting service levels.
- Analyze historical data to improve the accuracy of short-term and long-term volume forecasts.
- Conduct performance reviews and provide constructive feedback to direct reports to foster professional growth.
- Generate and present detailed workforce performance reports to senior management and clients.
- Ensure the integrity and accuracy of the WFM software and reporting databases.
Kualifikasi
- At least 3 years of experience in Workforce Management within a BPO or call center environment.
- Minimum of 1 year in a leadership or supervisory capacity.
- Advanced proficiency in Microsoft Excel and experience with WFM tools such as NICE IEX, Verint, or Aspect.
- Strong analytical mindset with the ability to translate complex data into actionable operational strategies.
- Excellent communication and interpersonal skills to manage stakeholder expectations effectively.
- Proven ability to work under pressure and make quick, data-informed decisions.
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field is preferred.