About the role
Teleperformance is seeking an experienced WFM Team Lead to join our dynamic team in Taguig City, Metro Manila. As a WFM Team Lead, you will play a crucial role in ensuring the efficient and effective delivery of customer service operations. This is a full-time position, with the opportunity to work in a collaborative and supportive environment.
What you'll be doing
- Oversee and coordinate the daily activities of the workforce management team
- Analyze call volume and staffing data to create accurate forecasts and schedules
- Ensure adherence to schedules and monitor team performance
- Provide coaching and support to team members, helping them to develop their skills and reach their full potential
- Collaborate with other departments to identify and address any operational issues
- Implement process improvements and best practices to enhance overall efficiency
- Assist in the development and implementation of workforce management strategies
What we're looking for
- Minimum of 2-3 years experience in a similar team lead or supervisory role within a call centre or customer service environment
- Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team
- Proficient in the use of workforce management software and tools
- A keen eye for detail and a proactive approach to process improvement
- A customer-centric mindset and a commitment to providing exceptional service
What we offer
At Teleperformance, we are committed to supporting the growth and development of our employees. In addition to a competitive salary, we offer a range of benefits, including:
- Opportunities for career advancement and skills development
- Comprehensive health and wellness programs
- Flexible work arrangements to support work-life balance
- Discounts on various products and services
- A positive, collaborative, and inclusive work environment
