WFM Team Lead – Travel Account

Job Title : WFM TEAM LEAD – TRAVEL ACCOUNT


Location: Alabang, Philippines

Work Setup: Onsite

Shift: Shift Schedule – To Be Discussed During HM Interview

Employment Type: Full-Time



JOB DESCRIPTION : 

We are hiring an experienced WFM Team Lead to manage workforce management activities for a Travel BPO account in Alabang. The role will lead the WFM team and oversee forecasting, scheduling, staffing, service levels, occupancy, adherence, shrinkage, and other workforce management metrics to ensure optimal staffing and operational efficiency.


The ideal candidate should have hands-on experience in Workforce Management within a contact center or BPO environment, with proven experience as a WFM Team Lead. Strong analytical skills, knowledge of forecasting and scheduling methodologies, proficiency in WFM tools and Excel, and experience managing WFM teams are required.


KEY RESPONSIBILITIES :

• Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, service level, AHT, ASA, and other operational KPIs to identify trends and improvement opportunities.


• Create and manage workforce schedules based on customer demand, forecasted volumes, staffing requirements, and operational needs while maintaining efficient workforce utilization.


• Lead, coach, and manage the WFM team, providing guidance, performance feedback, and support to ensure team objectives and operational targets are achieved.


• Collaborate with Operations and Management teams to forecast staffing requirements, analyze call volume projections, address staffing challenges, and recommend appropriate corrective actions.


• Drive WFM process improvements and best practices while maintaining workforce management tools, reporting, attendance data, and operational performance reports.


REQUIRED SKILLS :

• Workforce Management (WFM)

• WFM Forecasting & Scheduling

• Team Leadership & People Management

• WFM Analytics & KPI Management

• Excel & Workforce Management Systems


QUALIFICATIONS :

• Minimum 1–2 years of experience specifically as a WFM Team Lead – mandatory.


• Proven experience in Workforce Management within a BPO, contact center, or call center environment.


• Strong knowledge of workforce forecasting, staffing models, scheduling principles, occupancy, adherence, shrinkage, and service level management.


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


• Strong analytical and problem-solving skills with proficiency in Excel and workforce management systems.


• Good understanding of contact center metrics including AHT, ASA, FCR, service level, occupancy, adherence, and quality metrics.


• Strong communication and interpersonal skills with the ability to collaborate with Operations, Management, HR, and Payroll teams.


• Ability to manage multiple priorities, resolve staffing challenges, and meet deadlines in a fast-paced BPO environment.


• Proficiency in English, both written and verbal.


• Experience with workforce management software platforms is preferred.


IMPORTANT NOTES : 

• This is an onsite position based in Alabang, Philippines.

• Former Teleperformance employees are not eligible for rehire, either directly or through a third-party company.