WFM Team Lead

5 hours ago

Cebu City, Central Visayas, Philippines Teleperformance Full time ₱600,000 - ₱1,200,000 per year

The opportunity

Teleperformance, a global leader in customer experience management, is seeking a talented and driven WFM Team Lead to join our dynamic team at our Cebu IT Park office. As the WFM Team Lead, you will play a pivotal role in optimizing workforce efficiency and ensuring exceptional customer service for our diverse range of clients.

Key responsibilities

  1. Manage and lead a team of Workforce Management (WFM) analysts, ensuring adherence to established processes and best practices
  2. Develop and implement effective forecasting and scheduling strategies to meet evolving business needs
  3. Monitor and analyze key performance indicators, identifying areas for improvement and implementing data-driven solutions
  4. Collaborate cross-functionally with various teams, including operations, quality, and customer support, to drive operational excellence
  5. Provide training, mentorship, and performance feedback to your team, ensuring their continuous development
  6. Identify and resolve workforce-related issues, ensuring a seamless customer experience
  7. Contribute to the ongoing enhancement of workforce management systems and processes

What we're looking for

  1. Minimum of 3 years of experience in a Workforce Management or Call Centre Supervisory role
  2. Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
  3. Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team
  4. Proficiency in workforce management tools and systems, such as Aspect, NICE, or Verint
  5. Familiarity with call center operations, scheduling, and staffing best practices
  6. A collaborative and adaptable mindset, with the ability to thrive in a fast-paced, dynamic environment

What we offer

At Teleperformance, we are committed to providing our employees with a rewarding and enriching work experience. In addition to a competitive salary, we offer a comprehensive benefits package, including health insurance, retirement plans, and opportunities for career advancement. We also prioritize work-life balance, with flexible scheduling options and a supportive, collaborative work culture.

If you are passionate about driving operational excellence and leading a team of talented professionals, we encourage you to apply for this exciting role. Join us at Teleperformance and be a part of a global organization that is transforming the customer experience landscape.

Apply now

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