Job description
Join Teleperformance, a global leader in customer experience operations, as a WFM Manager at our Cebu IT Park center. In this data-driven leadership role, you will forecast demand, develop staffing models, and optimize scheduling to ensure world-class service levels for customers across multiple channels.
You will partner with operations, training, quality, and IT to translate business goals into actionable workforce capacity plans. You will own the end-to-end scheduling process, monitor real-time adherence, and drive continuous improvement through data analytics and dashboards.
Key impact areas include capacity planning, shrinkage management, intraday forecasting, and scenario planning to support new campaigns and peak seasons. You will lead a team of analysts and coordinators, coach them to deliver accurate forecasts, actionable insights, and timely reports.
What you bring is a proven track record in workforce management within a contact center environment, strong analytical skills, and the ability to influence stakeholders at all levels. You are comfortable with large data sets, Excel and WFM tools, and you can translate complex data into clear recommendations.
Teleperformance offers a dynamic, inclusive workplace, competitive compensation, and opportunities for professional growth within a global organization.
Responsibility
- Lead demand forecasting and capacity planning to determine staffing requirements across shifts and channels.
- Develop and maintain intraday and multi-week schedules to optimize coverage and service levels.
- Monitor key performance indicators such as adherence, service level, occupancy, and forecast accuracy; implement corrective actions.
- Partner with operations, training, QA, and IT to align workforce capacity with business goals and new campaigns.
- Analyze performance data, build dashboards, and present insights to senior management.
- Manage a team of WFM analysts and schedulers; provide coaching and development plans.
- Drive process improvements, tool enhancements, and best practices in workforce management.
- Ensure compliance with company policies and labor regulations, and manage forecasting accuracy and shrinkage strategies.
Qualification
- Bachelor's degree in business, mathematics, statistics, or related field.
- 3-5+ years of workforce management experience in a contact center or BPO environment.
- Strong forecasting, capacity planning, and scheduling experience; proficiency with WFM software (e.g., Verint, NICE, Aspect) and Excel; experience with data visualization tools is a plus.
- Analytical mindset with ability to interpret data, identify trends, and translate into actionable recommendations.
- Leadership or supervisory experience; ability to coach and develop a team.
- Excellent communication and collaboration skills; ability to influence cross-functional stakeholders.
- Adaptable and able to work in a fast-paced environment; willingness to work in Cebu City.