job description
Join Teleperformance as a Workforce Management (WFM) Team Lead and take the helm of our dynamic operations in Bali! This is your chance to lead a high-performing team, optimize workforce efficiency, and drive operational excellence in a fast-paced, customer-centric environment.
As a WFM Team Lead, you will play a pivotal role in forecasting, scheduling, and real-time management to ensure seamless service delivery. You’ll collaborate with cross-functional teams, leverage cutting-edge WFM tools, and implement data-driven strategies to enhance productivity and employee satisfaction.
Why choose Teleperformance? We offer a competitive salary, comprehensive career development programs, and a modern work environment designed to inspire innovation. If you’re a strategic thinker with a passion for leadership and operational excellence, this is the opportunity you’ve been waiting for!
Apply now and start ASAP!
Responsibility
- Lead and mentor a team of WFM analysts to ensure accurate forecasting, scheduling, and real-time adherence.
- Develop and implement workforce management strategies to optimize staffing levels and service delivery.
- Monitor and analyze key performance indicators (KPIs) to identify trends and drive continuous improvement.
- Collaborate with operations and HR teams to align workforce planning with business objectives.
- Utilize WFM software and tools to generate reports, track performance, and make data-driven decisions.
- Ensure compliance with service level agreements (SLAs) and operational targets.
- Conduct regular team meetings and training sessions to enhance skills and productivity.
- Act as a point of escalation for workforce-related issues and provide timely resolutions.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 3 years of experience in workforce management, preferably in a call center or BPO environment.
- Proven leadership skills with experience managing a team of WFM analysts or similar roles.
- Strong analytical skills with proficiency in WFM tools (e.g., Aspect, Verint, NICE).
- Excellent communication and interpersonal skills to collaborate with stakeholders at all levels.
- Ability to work under pressure and make real-time decisions in a fast-paced environment.
- Knowledge of call center operations, forecasting, and scheduling best practices.
- Fluency in English; additional languages are a plus.