Workforce Analyst Supervisor - TP Alabang

About us

Teleperformance is a leading global provider of omnichannel customer experience and business process services. With a presence in multiple countries, we deliver innovative solutions that help businesses connect with their customers and optimise their operations. We pride ourselves on fostering a dynamic, inclusive workplace where our employees can grow, contribute meaningfully, and make a real difference. Our commitment to excellence and employee development makes us an employer of choice in the customer service and contact centre industry.

About the role

We are seeking an experienced Workforce Analyst Supervisor to join our team at TP Alabang in Muntinlupa City, Metro Manila. This is a full-time position that plays a critical role in optimising our workforce management operations and ensuring optimal staffing levels, efficiency, and service quality. As a Workforce Analyst Supervisor, you will be responsible for analysing workforce data, forecasting staffing requirements, and supervising a team of workforce analysts. This role is essential to maintaining operational excellence and supporting our business objectives across multiple contact centre locations.

Key responsibilities

• Supervise and mentor workforce analysts, providing guidance, feedback, and professional development opportunities to ensure team performance and growth
• Analyse call volume patterns, average handle times, and other key performance indicators to forecast staffing needs and requirements
• Develop and maintain workforce schedules that balance operational needs with employee preferences and labour regulations
• Monitor adherence to schedules and manage attendance tracking, identifying and addressing discrepancies or issues
• Prepare comprehensive workforce reports and dashboards to communicate insights and recommendations to senior management
• Collaborate with operations teams to identify staffing challenges and implement effective solutions
• Utilise workforce management software and tools to optimise scheduling, forecasting, and reporting processes
• Ensure compliance with all relevant labour laws, regulations, and company policies
• Participate in process improvement initiatives and identify opportunities to enhance workforce planning efficiency
• Support recruitment and onboarding efforts to ensure adequate staffing levels are maintained

What we're looking for

• Proven supervisory experience in workforce management or a related call centre operations function, ideally in a contact centre or customer service environment
• Strong knowledge of workforce management concepts, including forecasting, scheduling, and capacity planning
• Proficiency in using workforce management software and Microsoft Office applications (Excel, Word, PowerPoint)
• Excellent analytical and problem-solving skills with the ability to interpret complex data and make data-driven recommendations
• Strong leadership and team management abilities with the capacity to motivate and develop team members
• Excellent communication and presentation skills, with the ability to communicate findings to both technical and non-technical stakeholders
• Attention to detail and accuracy when working with scheduling and reporting data
• Knowledge of local labour laws and regulations applicable to the Philippines is highly advantageous
• Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field is preferred
• Experience with forecasting tools, business intelligence platforms, or advanced analytics is a plus

What we offer

At Teleperformance, we are committed to supporting the wellbeing and career development of our employees. We offer a competitive compensation package, including performance-based incentives and bonuses. Our comprehensive benefits include health insurance coverage, paid leave entitlements, and access to wellness programmes designed to support your physical and mental wellbeing. We provide ongoing training and professional development opportunities to help you advance your career within our organisation. We foster an inclusive and collaborative workplace culture where diversity is celebrated and every employee is valued. Additionally, we offer flexible working arrangements where applicable and maintain a supportive work environment that promotes work-life balance. We actively encourage applications from candidates of all backgrounds and are committed to providing a workplace where everyone can thrive.

Apply now

If you are an experienced workforce professional with strong supervisory capabilities and a passion for operational excellence, we would like to hear from you. Please submit your application, including your CV and a cover letter outlining your relevant experience and why you are interested in joining Teleperformance as a Workforce Analyst Supervisor at TP Alabang.