START ASAP Workforce Management Team Lead

2 days ago

Cebu City, Central Visayas, Philippines Teleperformance Full time $104,000 - $130,878 per year

The role

We have an exciting opportunity for an experienced Workforce Management Team Lead to join our dynamic team at Teleperformance in Cebu City, Cebu. In this full-time role, you will be responsible for overseeing the workforce management operations, ensuring efficient scheduling and staffing to meet our clients' needs.

Key responsibilities

  1. Develop and implement effective workforce management strategies to optimise productivity and customer service levels
  2. Manage the workforce planning and forecasting processes to ensure appropriate staffing levels
  3. Oversee the scheduling of agents and team leaders, adjusting as needed to meet fluctuating demands
  4. Monitor key performance indicators and make data-driven decisions to drive continuous improvement
  5. Collaborate with operations teams to identify and resolve workforce-related issues
  6. Provide coaching and mentoring to team members, supporting their professional development
  7. Ensure compliance with company policies, procedures and regulatory requirements

What we're looking for

  1. Minimum 3 years' experience in a workforce management or contact centre supervisory role
  2. Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions
  3. Excellent communication and interpersonal skills to effectively liaise with stakeholders at all levels
  4. Experience in call centre workforce planning, scheduling, and forecasting
  5. Proven track record of driving performance improvements and enhancing customer satisfaction
  6. Proficient in using workforce management and reporting tools
  7. Degree in Business, Operations Management or a related field

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