WFM Team Lead | Workforce Management

WFM Team Lead | Workforce Management | BPO | Onsite | Davao City

Open Position: 1

Lead a High-Performing Workforce Management Team

We are looking for an experienced Workforce Management (WFM) Team Lead to lead our Workforce Management team in delivering accurate forecasting, scheduling, and real-time workforce management that supports operational excellence.

This role is ideal for professionals with a strong background in BPO Workforce Management, leadership, and workforce planning who are passionate about driving team performance, improving operational efficiency, and partnering with business leaders to achieve service goals.

Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third-party recruitment agency.

• Lead and oversee Workforce Management functions, including forecasting, scheduling, and Real-Time Adherence (RTA).
• Manage daily workforce operations to ensure service level agreements (SLAs) and business objectives are achieved.
• Provide leadership, coaching, mentoring, and performance management to the WFM team.
• Conduct regular performance reviews and support employee development.

• Develop workforce strategies that align staffing requirements with forecasted business demand.
• Partner closely with Operations leaders to optimize staffing plans and resource allocation.
• Monitor workforce performance and recommend schedule adjustments to improve efficiency.
• Ensure workforce plans support operational goals while maintaining productivity and customer satisfaction.

• Analyze workforce data, trends, and operational metrics to identify improvement opportunities.
• Prepare and present workforce reports and performance dashboards.
• Drive continuous process improvements across forecasting, scheduling, and RTA functions.
• Utilize workforce management tools and advanced Excel reporting to support business decisions.

• Bachelor's degree or equivalent work experience preferred.
• At least 2–3 years of Workforce Management (WFM) experience in a BPO or Contact Center environment.
• Minimum 1 year of leadership experience leading a Workforce Management team.
• Strong understanding of end-to-end Workforce Management functions, including:
• Forecasting
• Scheduling
• Real-Time Adherence (RTA)
• Capacity Planning
• Advanced Microsoft Excel skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, leadership, and stakeholder management skills.
• Willing to work onsite in Davao City on a shifting schedule.

Preferred Qualifications

Candidates with experience in the following areas are highly encouraged to apply:

• Workforce Management (WFM)
• Workforce Planning
• Forecasting
• Scheduling
• Capacity Planning
• Real-Time Adherence (RTA)
• Resource Planning
• Contact Center Operations
• Performance Reporting
• Workforce Optimization

Experience with Workforce Management tools such as:

• Verint WFM
• NICE IEX
• Genesys WFM
• Calabrio
• Aspect WFM
• Alvaria
• Microsoft Excel (Advanced)

• Opportunity to lead an experienced Workforce Management team.
• Career growth within a dynamic BPO environment.
• Exposure to workforce planning, operations strategy, and performance management.
• Collaborative and supportive workplace culture.
• Stable full-time employment with opportunities for professional development.

1. Resume Screening
2. Initial Interview
3. Hiring Manager Interview
4. Job Offer

Pre-Screening Questions

Please include the following information in your application:

1. What is your highest educational attainment?
2. How many years of Workforce Management (WFM) experience do you have in a BPO or Contact Center environment?
3. How many years of leadership experience do you have managing a Workforce Management team?
4. Which WFM tools have you used (e.g., Verint, NICE IEX, Genesys WFM, Calabrio, Aspect, Alvaria)?
5. Describe your experience with forecasting, scheduling, and Real-Time Adherence (RTA).
6. What is your level of proficiency in Microsoft Excel?
7. Are you willing to work onsite in Davao City on a shifting schedule?
8. What is your current or last drawn salary?
9. What is your expected salary?
10. When are you available to start?

ATS & Google Jobs Keywords

• Workforce Management Team Lead
• Workforce Management
• Workforce Planning
• Workforce Supervisor
• Workforce Lead
• Workforce Analyst
• Workforce Scheduler
• Forecasting
• Scheduling
• Real-Time Adherence
• RTA
• Capacity Planning
• Resource Planning
• Contact Center Operations
• BPO Workforce Management
• Team Leadership
• Operations Management
• Workforce Optimization
• Performance Management
• Verint WFM
• NICE IEX
• Genesys WFM
• Calabrio
• Aspect WFM
• Alvaria
• Advanced Excel
• BPO Jobs
• Davao Jobs
• Onsite Jobs
• Shifting Schedule
• Immediate Hiring
• Full-Time Jobs