WFM Team Lead | Workforce Management Team Lead | WFM Supervisor

Gratitude Inc

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15 hours ago

WFM Team Lead | Workforce Management Team Lead | WFM Supervisor

1-5 Year(s)

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

Coaching Planning Workforce Management BPO Operations WFM Team Leader WFM. US Staffing

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Job Title: WFM Team Lead

Work Location: Alabang, Philippines
Work Setup: Onsite
Work Shift: To be discussed during HM interview
Employment Type: Full-Time
Experience: 1–2+ Years as WFM Team Lead

Job Description :

We are looking for an experienced WFM Team Lead with a strong background in workforce management within a BPO/contact center environment. The role will lead WFM activities including forecasting, scheduling, staffing, KPI monitoring, team management, and workforce optimization for a Travel account.

Key Responsibilities :

Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, service levels, AHT, ASA, FCR, and quality to identify trends and improvement opportunities.
Create and manage workforce schedules aligned with customer demand, staffing requirements, and operational needs while supporting cost efficiency.
Lead, coach, and develop the WFM team, providing performance feedback and ensuring team objectives are achieved.
Collaborate with Operations and Management to forecast staffing requirements based on call volume projections and business needs.
Track and report KPIs, resolve staffing and scheduling challenges, and implement process improvements to enhance workforce efficiency.

Required Skills :

WFM & Contact Center Operations – Strong knowledge of forecasting, staffing models, scheduling, adherence, and workforce planning.
WFM Analytics & Reporting – Strong analytical skills with proficiency in WFM tools, Excel, and KPI reporting.
Leadership & Coaching – Proven experience leading, coaching, and developing WFM team members.
Problem Solving & Stakeholder Management – Ability to manage staffing challenges, priorities, deadlines, and cross-functional coordination.
Communication Skills – Strong written and verbal English communication skills.

Qualifications :

Minimum 1–2 years of experience specifically as a WFM Team Lead – Non-Negotiable.
Prior experience in Workforce Management within a BPO/contact center environment.
Strong understanding of contact center metrics, including occupancy, adherence, shrinkage, service level, AHT, ASA, FCR, and quality.
Experience with workforce management software/platforms is preferred.
Proficiency in Excel or similar data analysis tools.
Strong leadership, analytical, communication, and problem-solving skills.
Ability to work in a fast-paced environment and manage multiple priorities.

Important Notes :

Alabang – Onsite
Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.
Interview Process: 2-level interviews.

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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