Deskripsi Pekerjaan
Are you a seasoned Workforce Management professional looking to elevate your career? Teleperformance, a global leader in outsourced customer experience management, is looking for a dynamic Workforce Team Lead to join our operations team in Mandaluyong City.
In this critical role, you will be the driving force behind our service delivery success. You will lead a high-performing team responsible for real-time monitoring, scheduling, and capacity planning, ensuring that our operations meet strict client service level agreements (SLAs). If you have a passion for data-driven decision-making, exceptional leadership skills, and a desire to work in a fast-paced environment, we want to hear from you!
At Teleperformance, we prioritize your professional growth. Join a company that rewards talent with competitive compensation, comprehensive health benefits, and clear pathways to advancement. Ready to lead the future of workforce management? Apply today!
Tanggung Jawab
- Lead, mentor, and develop a team of Workforce Analysts and Schedulers.
- Monitor real-time call center performance and manage intraday staffing levels.
- Develop and implement effective forecasting models to predict volume and headcount requirements.
- Analyze performance metrics to identify trends, gaps, and opportunities for process improvement.
- Collaborate with Operations Managers to provide actionable insights regarding staffing and service levels.
- Oversee scheduling processes, including shift bids, time-off management, and break optimization.
- Ensure compliance with company and client operational protocols.
Kualifikasi
- At least 2-3 years of supervisory experience in a Workforce Management (WFM) environment.
- Proficiency in WFM tools (e.g., IEX, Aspect, Verint, or Genesys).
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros).
- Strong analytical mindset with the ability to interpret complex data sets.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced environment and adapt to shifting business priorities.
- Willingness to work on shifting schedules, including weekends and holidays.