WFM Team Lead - Travel Account - Alabang - Up to 40K Package
35000 - 40000 PhpGratitude Inc
WFM Team Lead - Travel Account - Alabang - Up to 40K Package
Company: Confidential
Program: Travel Account
Location: Alabang - Onsite (WFO)
Industry: BPO / Travel
Setup: Work Onsite
Shift Schedule: To be discussed during HM Interview
Target Start Date: ASAP
Salary: Up to PHP 40,000 Package
*Note:* Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.
*Key Responsibilities:*
- Monitor and analyze WFM metrics including occupancy, adherence, shrinkage, and service levels
- Create and manage schedules that align staffing levels with customer demand while minimizing labor costs
- Lead and supervise the WFM team, providing coaching, guidance, and performance feedback
- Collaborate with operations and management to forecast staffing requirements based on call volume and business needs
- Track and report KPIs to senior management, highlighting variances and recommending corrective actions
- Implement process improvements and best practices to enhance workforce efficiency
- Conduct training sessions for agents on scheduling policies, time management, and adherence
- Respond to scheduling challenges and staffing conflicts in a timely manner
- Liaise with HR and payroll for accurate time and attendance data
- Support development and maintenance of WFM tools and systems
*Qualifications:*
- At least 1-2 years of experience as WFM Team Lead (Non-negotiable)
- With experience in WFM field
- Proven experience in workforce management within a contact center environment
- Strong analytical skills with proficiency in WFM systems and Excel
- In-depth knowledge of call center operations, staffing models, and forecasting
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Familiarity with contact center metrics such as AHT, ASA, FCR, and quality scores is a plus
- Experience with WFM software platforms is preferred
*Interview Process:* 2 Level Interviews
35000 - 40000 Php
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