WFM Manager | Teleperformance Clark

The WFM Manager is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.

Key Responsibilities

• Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.
• Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.
• Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.
• Manage scheduling processes, including shift bids, time-off planning, and exception handling.
• Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.
• Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.
• Drive continuous improvement in WFM tools, processes, and analytics capabilities.
• Mentor and develop WFM analysts and schedulers to build a high-performing team.

Required Qualifications

• Minimum of 3–5 years of experience in Workforce Management within a contact center or service operations environment.
• Strong proficiency in WFM platforms
• Advanced skills in Excel, data analysis, and reporting tools.
• Proven ability to lead teams, manage multiple priorities, and influence cross-functional stakeholders.