Job Description

We are hiring a WFM Team Lead in Davao to lead Workforce Management operations and ensure accurate forecasting, scheduling, and real-time management aligned with business and operational requirements. The ideal candidate will have strong BPO Workforce Management experience with leadership exposure and expertise across Real-Time Adherence (RTA), forecasting, scheduling, reporting, and workforce planning.

Location, Work Mode & Shift

Location: Davao, Philippines
Work Setup: Onsite
Shift: Shifting Schedule
Employment Type: Full-Time
Experience: 2–3+ Years WFM experience

Key Responsibilities

Oversee RTA, workforce forecasting, scheduling, and real-time management functions.
Lead, coach, and develop the WFM team to achieve operational performance objectives.
Partner with Operations and stakeholders to develop effective workforce strategies.
Analyze workforce trends, prepare reports, and implement process improvements to optimize staffing and productivity.
Monitor workforce performance and ensure accurate reporting and alignment with operational requirements.

Required Skills

Workforce Management (WFM)
Forecasting & Scheduling
Real-Time Adherence (RTA)
Advanced Excel & Reporting
Team Leadership & Stakeholder Management

Qualifications

At least 2–3 years of Workforce Management experience in a BPO environment.
Minimum 1 year of leadership experience in a BPO/WFM environment.
Strong knowledge of end-to-end WFM functions.
Experience with forecasting, scheduling, RTA, reporting, and workforce analysis.
Strong leadership, coaching, communication, and stakeholder management skills.
Advanced Excel and reporting capabilities.
Ability to work effectively in a fast-paced BPO environment.

Important Notes

Location: Davao
Work Setup: Onsite
Shifting schedule
Strong end-to-end WFM experience is required.
Leadership experience in a BPO environment is required.
Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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