WFM Director

The Opportunity | Workforce Management Director

The Workforce Management (WFM) Director is responsible for overseeing and optimizing the workforce planning and management processes within the Business Process Outsourcing (BPO) industry. This role involves strategic planning, forecasting, scheduling, and real-time management to ensure the efficient and effective utilization of human resources. The WFM Director will collaborate with various departments to align workforce strategies with business objectives and drive operational excellence.

The Responsibilities

• Develop and implement long-term workforce management strategies that align with the company's goals and objectives. Analyze market trends, business forecasts, and client requirements to anticipate resource needs.
• Utilize advanced forecasting models to predict call volumes, workload, and staffing requirements. Ensure that the right number of agents with the appropriate skills are available to meet service level agreements (SLAs) and client expectations.
• Design and manage agent schedules to optimize workforce efficiency. Implement tools and technologies to automate scheduling processes and minimize idle time while ensuring adequate coverage during peak periods.
• Monitor real-time performance metrics and adjust staffing levels as needed to maintain service levels. Address unexpected challenges, such as high call volumes or staff shortages, by reallocating resources and adjusting priorities.
• Analyze workforce performance data to identify trends, areas for improvement, and opportunities for efficiency gains. Prepare regular reports for senior management, highlighting key performance indicators (KPIs) and recommending actionable insights.
• Lead and mentor the WFM team, fostering a culture of continuous improvement and professional growth. Provide training and support to ensure team members are proficient in WFM tools and methodologies.
• Work closely with other departments, such as Operations, HR, and IT, to ensure seamless integration of workforce management processes. Communicate effectively with stakeholders to align WFM strategies with business needs.
• Ensure that workforce management practices comply with industry standards, regulatory requirements, and company policies. Implement quality assurance measures to maintain high standards of service delivery.
  
  

The Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field. A Master’s degree is preferred.
• Minimum of 10 years of experience in workforce management within the BPO industry, with at least 5 years in a leadership role. Proven track record of managing large, multi-site operations.
• Proficiency in WFM software and tools, such as NICE, Verint, or Aspect. Strong analytical skills and experience with data analysis and forecasting techniques.
• Demonstrated ability to lead and develop a high-performing team. Excellent interpersonal and communication skills, with the ability to influence and collaborate with senior management and other stakeholders.
• Strong problem-solving skills and the ability to make data-driven decisions in a fast-paced environment. Ability to handle unexpected challenges and adapt to changing circumstances.
• Ability to think strategically and develop long-term workforce management plans that align with business objectives. Knowledge of industry best practices and emerging trends in workforce management.
• Must be willing to work onsite in Teleperformance Edsa Greenfield
• High level of accuracy and attention to detail in managing workforce data and performance metrics. Ability to identify and address potential issues before they impact operations.
• Strong understanding of industry regulations, labor laws, and ethical standards. Commitment to maintaining compliance and upholding the highest standards of integrity and professionalism.
  
  

Pre-Employment Screenings

In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.