We are seeking an experienced Workforce Management (WFM) Manager to lead large-scale workforce planning, forecasting, capacity management, and real-time operations across multiple sites, particularly for large Social Media clients.
QualificationsBachelor's degree in Business, Operations Management, or a related field; equivalent experience may be considered.
Strong expertise in workforce forecasting, capacity planning, scheduling, and real-time management.
Excellent analytical, leadership, problem-solving, and stakeholder management skills.
Proficiency in WFM systems, Excel, and reporting tools.
- Must be able to report on site Gtower
Lead and manage WFM teams, ensuring operational efficiency and workforce productivity.
Oversee forecasting, capacity planning, scheduling, and resource allocation across multiple sites.
Develop and optimize capacity and concurrency models to address volatile demand and changing client requirements.
Monitor service levels, staffing, schedule adherence, productivity, and workforce utilization.
Drive data-driven decisions, process improvements, and cost optimization.
Collaborate with Operations, clients, and senior stakeholders to align workforce strategies with business objectives.
Mandatory RequirementsWFM Team Leadership: Proven experience managing a large WFM team of 40+ personnel.
Social Media Capacity Modeling: Hands-on expertise in volatile capacity planning and concurrency modeling for large Social Media clients operating at a 2,000+ multi-site scale
Skills Required
- Bachelor's degree in Business, Operations Management, or a related field, or equivalent experience
- Strong expertise in workforce forecasting, capacity planning, scheduling, and real-time management
- Excellent analytical, leadership, problem-solving, and stakeholder management skills
- Proficiency in workforce management systems, Excel, and reporting tools
- Ability to report onsite at Gtower
- Proven experience managing a WFM team of 40 or more personnel
- Hands-on experience with volatile capacity planning and concurrency modeling for large social media clients at a 2,000-plus multi-site scale
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
