WFM Team Lead

Job Overview

We are looking for an experienced Workforce Management (WFM) Team Lead to support a Travel account in a contact center environment. The successful candidate will lead the WFM team, optimize staffing and scheduling, monitor workforce performance, and collaborate with Operations and other departments to ensure service levels and operational efficiency.

This role requires strong analytical skills, hands-on workforce management experience, and proven leadership capabilities.

Key Responsibilities

1. Workforce Planning and Performance Monitoring

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

• Identify performance trends, staffing gaps, and opportunities for operational improvement.

• Track key performance indicators (KPIs), prepare reports, and recommend corrective actions.

• Monitor contact center metrics such as AHT, ASA, FCR, and quality scores.

2. Forecasting and Scheduling

• Create and manage staff schedules aligned with customer demand and operational requirements.

• Collaborate with Operations and management teams to forecast staffing needs based on projected call volumes.

• Optimize staffing levels while balancing service quality and labor costs.

• Address scheduling conflicts and staffing challenges promptly.

3. Team Leadership and Development

• Lead, coach, and supervise WFM team members.

• Provide performance feedback and support team development.

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

• Promote accountability and continuous improvement within the team.

4. Cross-Functional Coordination

• Coordinate with Operations, HR, and Payroll to ensure accurate timekeeping and attendance records.

• Collaborate with stakeholders to resolve workforce-related issues.

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

• Implement best practices to improve workforce efficiency and operational effectiveness.

Qualifications and Requirements

• Minimum 1–2 years of experience specifically as a WFM Team Lead — non-negotiable.

• Hands-on experience in Workforce Management (WFM).

• Experience in workforce management or operations within a contact center or call center environment.

• Demonstrated leadership skills, including coaching, mentoring, and performance management.

• Strong analytical skills and proficiency in Microsoft Excel or similar data analysis tools.

• Knowledge of staffing models, forecasting methodologies, scheduling principles, and contact center operations.

• Excellent written and verbal English communication skills.

• Strong problem-solving, organizational, and time management abilities.

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

• Familiarity with WFM software platforms is preferred.

• Knowledge of contact center metrics such as AHT, ASA, FCR, and quality scores is advantageous.

• Willingness to work onsite in Alabang, Philippines.

Recruitment Process

Two-level interview process.

Important Eligibility Requirement: Former employees of Teleperformance (TP) are not eligible for rehire, whether directly or through a third party.

Interested candidates should submit an updated resume highlighting their WFM Team Lead experience, total WFM experience, forecasting and scheduling expertise, workforce management tools, and measurable operational achievements.