Workforce Supervisor - Teleperformance Davao
About the role
This is a full-time role based in Davao City, Davao del Sur as a Workforce Supervisor for Teleperformance. As Workforce Supervisor, you will play a key role in overseeing the workforce planning and scheduling for Teleperformance's customer service operations in the region.This is a critical position that ensures the efficient staffing and deployment of agents to deliver exceptional customer experiences.
What you'll be doing- Develop and manage the workforce plan to ensure adequate staffing levels across all shifts and channels
- Create and monitor work schedules to maximise agent productivity and adherence
- Analyse service level performance and identify opportunities for improvement
- Provide coaching and support to customer service agents to help them develop their skills
- Collaborate with the operations team to address resourcing challenges and maintain high service levels
- Utilise workforce management tools and data to generate insightful reporting
- Continuously identify process improvements to drive efficiency in the contact centre
- Minimum 2 years' experience in a workforce management or similar supervisory role in a contact centre environment
- Strong understanding of workforce planning principles and contact centre operations
- Proficient in using workforce management tools and data analysis
- Excellent communication and interpersonal skills to effectively manage and motivate a team
- Problem-solving mindset with the ability to make data-driven decisions
- Flexibility to work rotating shifts to support 24/7 customer service operations
What we offer
At Teleperformance, we are committed to providing our employees with a positive and supportive work environment. In addition to a competitive salary, we offer a range of benefits including:
- Opportunities for career advancement and skills development
- Comprehensive health insurance coverage
- Generous annual leave entitlements
- Employee assistance program and wellness initiatives
- Modern and comfortable work facilities
About us
Teleperformance is a global leader in customer experience management and business process outsourcing. With a presence in 80 countries, we are dedicated to delivering exceptional service to our clients and their customers. Our innovative solutions and talented workforce have made us one of the most trusted partners for the world's leading brands.
If this exciting opportunity aligns with your skills and experience, we encourage you to apply now.