WFM Team Lead | Workforce Management

WFM Team Lead | Workforce Management | BPO | Onsite | Davao City

Location: Davao City, Philippines (Onsite)

Employment Type: Full-Time

Work Setup: Onsite

Work Schedule: Rotating/Shifting Schedule

Open Position: 1

Lead a High-Performing Workforce Management Team

We are looking for an experienced Workforce Management (WFM) Team Lead to lead our Workforce Management team in delivering accurate forecasting, scheduling, and real-time workforce management that supports operational excellence.

This role is ideal for professionals with a strong background in BPO Workforce Management , leadership, and workforce planning who are passionate about driving team performance, improving operational efficiency, and partnering with business leaders to achieve service goals.

Important: Former Teleperformance employees are not eligible for rehire , whether directly or through a third-party recruitment agency.

Key Responsibilities

Workforce Management Leadership

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• Lead and oversee Workforce Management functions, including forecasting, scheduling, and Real-Time Adherence (RTA).
  
• Manage daily workforce operations to ensure service level agreements (SLAs) and business objectives are achieved.
  
• Provide leadership, coaching, mentoring, and performance management to the WFM team.
  
• Conduct regular performance reviews and support employee development.
  

Workforce Planning & Operations

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• Develop workforce strategies that align staffing requirements with forecasted business demand.
  
• Partner closely with Operations leaders to optimize staffing plans and resource allocation.
  
• Monitor workforce performance and recommend schedule adjustments to improve efficiency.
  
• Ensure workforce plans support operational goals while maintaining productivity and customer satisfaction.
  

Reporting & Process Improvement

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• Analyze workforce data, trends, and operational metrics to identify improvement opportunities.
  
• Prepare and present workforce reports and performance dashboards.
  
• Drive continuous process improvements across forecasting, scheduling, and RTA functions.
  
• Utilize workforce management tools and advanced Excel reporting to support business decisions.
  

Required Qualifications

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• Bachelor's degree or equivalent work experience preferred.
  
• At least 2–3 years of Workforce Management (WFM) experience in a BPO or Contact Center environment .
  
• Minimum 1 year of leadership experience leading a Workforce Management team.
  
• Strong understanding of end-to-end Workforce Management functions, including:
  • Forecasting
    
  • Scheduling
    
  • Real-Time Adherence (RTA)
    
  • Capacity Planning
    

• Advanced Microsoft Excel skills.
  
• Strong analytical, problem-solving, and decision-making abilities.
  
• Excellent communication, leadership, and stakeholder management skills.
  
• Willing to work onsite in Davao City on a shifting schedule.
  

Preferred Qualifications

Candidates with experience in the following areas are highly encouraged to apply:

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• Workforce Management (WFM)
  
• Workforce Planning
  
• Forecasting
  
• Scheduling
  
• Capacity Planning
  
• Real-Time Adherence (RTA)
  
• Resource Planning
  
• Contact Center Operations
  
• Performance Reporting
  
• Workforce Optimization
  

Experience with Workforce Management tools such as:

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• Verint WFM
  
• NICE IEX
  
• Genesys WFM
  
• Calabrio
  
• Aspect WFM
  
• Alvaria
  
• Microsoft Excel (Advanced)
  

Why Join Us?

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• Opportunity to lead an experienced Workforce Management team.
  
• Career growth within a dynamic BPO environment.
  
• Exposure to workforce planning, operations strategy, and performance management.
  
• Collaborative and supportive workplace culture.
  
• Stable full-time employment with opportunities for professional development.
  

Recruitment Process

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1. Resume Screening
   
2. Initial Interview
   
3. Hiring Manager Interview
   
4. Job Offer
   

Pre-Screening Questions

Please include the following information in your application:

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1. What is your highest educational attainment?
   
2. How many years of Workforce Management (WFM) experience do you have in a BPO or Contact Center environment?
   
3. How many years of leadership experience do you have managing a Workforce Management team?
   
4. Which WFM tools have you used (e.g., Verint, NICE IEX, Genesys WFM, Calabrio, Aspect, Alvaria)?
   
5. Describe your experience with forecasting, scheduling, and Real-Time Adherence (RTA).
   
6. What is your level of proficiency in Microsoft Excel?
   
7. Are you willing to work onsite in Davao City on a shifting schedule?
   
8. What is your current or last drawn salary?
   
9. What is your expected salary?
   
10. When are you available to start?
    

ATS & Google Jobs Keywords

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