Job Title: WFM Team Lead – Travel Account

Location: Alabang
Work Setup: 100% Onsite
Shift Schedule: To be discussed during the Hiring Manager (HM) interview
Experience: Minimum 1–2 years as a WFM Team Lead (Non-Negotiable)
Salary Package: Up to ₱40,000 per month
Target Start Date: ASAP
Interview Process: 2-Level Interviews

Job Overview

We are looking for an experienced Workforce Management (WFM) Team Lead to oversee workforce planning and scheduling for a Travel account. The ideal candidate must have hands-on WFM experience, proven team leadership skills, and a strong understanding of contact center operations and workforce management metrics.

Key Responsibilities

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

• Create and manage workforce schedules based on customer demand while optimizing staffing levels and labor costs.

• Lead, coach, and supervise the WFM team to ensure performance targets and objectives are met.

• 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, highlight performance variances, and recommend corrective actions.

• Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness.

• Train agents on scheduling policies, time management, and schedule adherence expectations.

• Address scheduling challenges and staffing conflicts promptly and professionally.

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

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

Qualifications and Requirements

• At least 1–2 years of experience as a WFM Team Lead – Non-Negotiable.

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

• Proven experience in WFM or Operations Management within a contact center or call center environment.

• Demonstrated leadership skills, with the ability to motivate, coach, and develop team members.

• Strong analytical and problem-solving skills.

• Proficiency in workforce management systems and Microsoft Excel or similar data analysis tools.

• In-depth knowledge of contact center staffing models, forecasting methodologies, and scheduling principles.

• Good understanding of call center metrics and KPIs, such as AHT, ASA, FCR, occupancy, adherence, shrinkage, service levels, and quality scores.

• Excellent written and verbal English communication skills.

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

• Experience with WFM software platforms is preferred.

Important Hiring Notes

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

• Candidates must be willing to work onsite in Alabang.

• Shift schedule will be discussed during the HM interview.

• Target start date is ASAP.

Interview Process

Two-level interview process.

Pre-Screening Questions

1. How many years of total BPO/contact center experience do you have?

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

3. How many years of total Workforce Management (WFM) experience do you have?

4. What is your last drawn salary?

5. What is your expected salary?