WFM Team Lead – Travel Account

Location: Alabang, Philippines
Work Setup: Work Onsite
Shift: Will be discussed during the HM interview
Target Start Date: ASAP

Job Description

We are looking for an experienced WFM Team Lead to lead workforce management activities for a Travel account in a contact center environment. The role will be responsible for workforce planning, scheduling, performance monitoring, reporting, and leading the WFM team to ensure optimal staffing and operational efficiency.

Key Responsibilities

• Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels to identify trends and improvement opportunities.

• Create and manage schedules aligned with customer demand while minimizing labor costs.

• Lead, coach, and supervise the WFM team to achieve performance objectives.

• Collaborate with Operations and Management teams to forecast staffing requirements based on call volume projections and business needs.

• Track and report KPIs to senior management, highlighting variances and recommending corrective actions.

• Implement process improvements and WFM best practices to improve workforce efficiency.

• Conduct training on scheduling policies, time management, and adherence expectations.

• Resolve scheduling challenges and staffing conflicts in a timely and professional manner.

• Coordinate with HR and Payroll to ensure accurate employee time and attendance records.

• Support the development and maintenance of workforce management tools and systems.

Requirements

• 1–2 years of experience specifically as a WFM Team Lead is mandatory.

• Previous experience in Workforce Management within a contact center or BPO environment.

• Proven leadership experience with the ability to coach and develop team members.

• Strong analytical skills with proficiency in WFM systems and Microsoft Excel or similar tools.

• Good knowledge of staffing models, forecasting methodologies, and scheduling principles.

• Strong understanding of contact center operations and WFM KPIs.

• Excellent English communication skills, both written and verbal.

• Strong problem-solving and organizational skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Familiarity with metrics such as AHT, ASA, FCR, adherence, occupancy, service level, and quality scores is advantageous.

• Experience with workforce management software platforms is preferred.

Interview Process

2-Level Interviews

Pre-Screening Questions

• How many years of total BPO/Contact Center experience do you have?

• How many years of experience do you have specifically as a WFM Team Lead?

• What is your total WFM experience?

• What was your last drawn salary?

• What is your salary expectation?

Important: Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.