WFM TEAM LEAD - NLCH | MOA |

HIRING NOW: WFM TEAM LEAD - NLCH | MOA | ONSITE

Job Title: WFM Team Lead - NLCH
Work Location: MOA
Work Setup & Schedule: Onsite, Shifting
Salary: ₱40,000 Max + 20% Night Differential

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

Job Description
Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities and processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level deliver their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.

Required Qualifications
- Bachelor's degree in a related field
- 1 to 4 years of experience in Workforce Management, Reporting, Scheduling, Forecasting, or Contact Center Operations
- Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead
- Experience in a BPO or contact center environment
- Knowledge of WFM tools such as Verint, NICE, Aspect, Genesys
- Strong Excel, reporting, and data analysis skills
- Experience managing staffing, scheduling, forecasting, and workforce planning
- Should have leadership or team management experience
- Strong communication and problem-solving skills

Pre-Screening Questions
1. Educational Attainment
2. Years of WFM Experience
3. Current or Most Recent Role: Reports Analyst, Reports Supervisor, WFM Analyst, Team Lead, etc.
4. Years of BPO or Contact Center Experience
5. WFM Tools Used: Verint, NICE, Aspect, Genesys, etc.
6. Last Drawn Salary
7. Expected Salary

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Equal opportunity employer.