Start ASAP! Workforce Team Lead - Teleperformance EDSA
Teleperformance Mandaluyong Full-time
About the role
Teleperformance, a leading global provider of outsourced customer experience management services, is seeking a talented Workforce Team Lead to join our dynamic team in Mandaluyong City, Metro Manila. As a Workforce Team Lead, you will play a crucial role in ensuring the efficient scheduling, planning and management of our customer service operations.This is a full-time position that offers a competitive salary and excellent career development opportunities.
What you'll be doing- Developing and implementing effective workforce management strategies to optimise staffing levels and meet service level agreements
- Forecasting call volumes and staffing requirements to ensure appropriate resource allocation
- Creating and maintaining staff schedules, ensuring appropriate coverage across all shifts
- Analysing and interpreting key performance indicators to identify areas for improvement
- Providing coaching and feedback to team members to enhance their skills and productivity
- Collaborating with other departments to align workforce planning with overall business objectives
- Identifying and implementing process improvements to drive greater efficiency and customer satisfaction
- Minimum 3 years of experience in a workforce management or team leadership role, preferably within a contact 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 interact with team members and stakeholders
- Proficient in the use of workforce management tools and systems
- Demonstrated experience in staff scheduling, forecasting, and performance management
- A team player with a positive attitude and a passion for delivering exceptional customer service
What we offer
At Teleperformance, we are committed to providing our employees with a supportive and rewarding work environment. Some of the key benefits of working with us include:
- Comprehensive health and wellness benefits
- Opportunities for career advancement and professional development
- A collaborative and inclusive company culture
- Modern and well-equipped office facilities
About us
Teleperformance is a global leader in outsourced customer experience management services, serving some of the world's most renowned brands. With a presence in over 80 countries and a workforce of more than 300,000 employees, we are committed to delivering exceptional customer experiences and driving business growth for our clients.Join our team and be a part of our exciting journey!
Apply now for this exciting opportunity to become a Workforce Team Lead at Teleperformance EDSA!
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