WFM Team Lead

Job Title : WFM Team Lead

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.