WFM Supervisor

2 days ago

Cebu City, Central Visayas, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

WFM Supervisor at Teleperformance in Cebu IT Park, you will play a vital role in ensuring the smooth operation of the call center. Working in a fast-paced, dynamic environment, you will be responsible for overseeing the team and optimizing workforce planning to deliver exceptional customer service. This full-time role offers the opportunity to start as soon as possible.

What you'll be doing

  • Supervise and coordinate the daily activities of the call center team to achieve operational and service level targets.
  • Develop and implement effective workforce management strategies to ensure optimal staffing levels and balance workload.
  • Monitor and analyse call centre performance metrics and provide feedback to drive continuous improvement.
  • Collaborate with stakeholders across the business to identify and address any issues or challenges.
  • Mentor and develop team members, providing coaching and training to enhance their skills and performance.
  • Ensure compliance with company policies, procedures and industry regulations.

What we're looking for

  • Significant experience in a call center or customer service environment, preferably as a Team Leader or Supervisor.
  • Expertise in workforce management principles and best practices, including forecasting, scheduling and real-time adherence.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team.
  • Proven track record of driving continuous improvement and exceeding operational targets.
  • Proficiency in using call centre management software and tools.

Apply now to become our next WFM Supervisor in Teleperformance Cebu IT Park

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