Description

We are looking for an experienced and results-driven WFM Team Lead to oversee workforce management functions within a contact center environment. The successful candidate will be responsible for staffing, scheduling, forecasting, reporting, and workforce planning to ensure operational efficiency and service delivery targets are consistently achieved.

• Oversee workforce planning activities, including staffing, scheduling, and forecasting.
• Monitor workforce metrics and ensure operational targets and service levels are achieved.
• Generate reports and provide actionable insights to support business decisions.
• Manage and optimize workforce management tools and systems.
• Collaborate with operations leaders and stakeholders to address workforce requirements.
• Lead process improvement initiatives to enhance operational efficiency.
• Coach, mentor, and support team members to achieve performance goals.

Requirements

• Bachelor's degree in a related field.
• 1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
• Current or previous experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead is required.
• Experience in a BPO or contact center environment is required.
• Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys.
• Strong proficiency in Microsoft Excel, reporting, and data analysis.
• Experience in staffing, scheduling, forecasting, and workforce planning.
• Leadership or team management experience is required.
• Strong communication, analytical, and problem-solving skills.

Important Note: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party. Qualified candidates who meet the requirements are encouraged to apply. Only shortlisted candidates will be contacted.