WFM Team Lead – Travel Account

Location: Alabang, Philippines
Work Setup: Work Onsite
Shift: To be discussed during HM Interview
Target Start Date: ASAP
Salary: ₱40,000 package

Role Overview

We are looking for an experienced WFM Team Lead to lead workforce management activities for a Travel account. The role will be responsible for forecasting, scheduling, staffing optimization, workforce metrics, team leadership, reporting, and driving operational efficiency.

Key Responsibilities

• Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels.

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

• Lead, coach, and develop 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 key performance indicators (KPIs) to senior management and recommend corrective actions.

• Identify and implement process improvements and WFM best practices.

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

• Resolve scheduling challenges and staffing conflicts promptly and professionally.

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

• Support the development and maintenance of WFM tools, systems, and reports.

• Provide workforce insights to support operational decision-making.

Required Qualifications

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

• Prior experience in Workforce Management (WFM) within a contact center/BPO environment.

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

• Strong analytical and problem-solving skills.

• Proficiency in Excel and workforce management systems/tools.

• Strong knowledge of forecasting, staffing models, scheduling, and capacity planning.

• Understanding of contact-center operations and metrics such as AHT, ASA, FCR, occupancy, adherence, shrinkage, service level, and quality.

• Excellent written and verbal English communication skills.

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

• Strong collaboration and stakeholder-management skills.

• Experience with WFM software platforms is preferred.

Interview Process

2-Level Interview Process

Important Eligibility

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

Pre-Screening Questions

Candidates will be required to provide:

• Total BPO/Contact Center Experience

• WFM Team Lead Experience

• Total WFM Experience

• Last Drawn Salary

• Salary Expectation

• Notice Period / Availability

Questionnaire

Please complete the questionnaire as part of the application process:

Questionnaire Link: https://myglit.com/lateral/cref/5162ce01ba