Travel Account WFM Team Leader - Alabang - Up to 40K - ASAP Start

Travel Account WFM Team Leader - Alabang - Up to 40K - ASAP Start

Company:  (Teleperformance)

Location: Alabang - Onsite (WFO)

Account: Travel Account

Salary: Up to PHP 40,000 Package

Setup: Onsite - Full-time

Shift: To be discussed during HM Interview

Start Date: ASAP

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

About the Role:

We are hiring a WFM Team Leader for our Travel Account in Alabang! Up to 40K Package. If you have 1-2 years experience as WFM Team Lead in BPO, apply now!

What You'll Do:

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

- Create and manage schedules that align staffing with customer demand while minimizing labor costs

- Lead and supervise the WFM team, providing coaching, guidance, and performance feedback

- Collaborate with Operations and Management to forecast staffing requirements based on call volume

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

- Implement process improvements and best practices to enhance workforce efficiency

- Conduct training sessions for agents on scheduling policies, time management, and adherence

- Respond to scheduling challenges and staffing conflicts in a timely manner

- Liaise with HR and Payroll for accurate time and attendance data

- Support development and maintenance of WFM tools and systems

Requirements:

- At least 1-2 years of experience as WFM Team Lead (Non-negotiable)

- With experience in WFM field within contact center environment

- Strong analytical skills with proficiency in WFM systems and MS Excel

- In-depth knowledge of call center operations, staffing models, and forecasting

- Excellent communication and interpersonal skills

- Strong problem-solving abilities and ability to manage multiple priorities in fast-paced environment

- Familiarity with contact center metrics such as AHT, ASA, FCR, and quality scores is a plus

- Experience with WFM software platforms is preferred

- Willing to work onsite in Alabang

Interview Process: 2 Level Interviews Only