What are the responsibilities and job description for the WFM Manager position at Teleperformance?
Overview:
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
Be Part of Our TP Family
TP is an Equal Opportunity Employer
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
TP and You
Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!
Your Responsibilities
- Monitor established thresholds for schedule adherence, online states, and off‑phone events (breaks and pre‑approved AUX modes); ensure non‑approved agent states are limited (ACW, long calls, AUX modes)
- Communicate with operations management for prompt resolution of identified issues
- Partner with operations in recruiting overtime/VTO to support day‑to‑day staffing needs
- Generate inclusive alerts for situations that could disrupt service levels or efficiency (e.g., technical issues causing idle time, higher‑than‑forecasted call volume, excessive AUX/ACW usage, agent population shrink)
- Provide required reporting to clients and internal leadership, including switch and performance reports, attendance and adherence reports, outage documentation, staffing impacts, and ad hoc reports as needed
- Exchange information with clients and vendors in a virtual call center environment
- Thrive as a team player in a fast‑paced, high‑energy, change‑oriented environment
- Perform other duties as assigned by a supervisor or management
- Ensure adherence to all TP policies and procedures (including Security, HR, and Operations) and promptly report any known infractions to appropriate TP management
Required Skills
- Experience in Automation, creating dashboards
- Knowledge on Machine learning language
- Workforce Management experience required
- Minimum 3 years call center experience and 2 years WFM experience
- Ability to understand, analyze, and report on call center metrics
- Must demonstrate strong analytical, numerical, and problem-solving skills
- Ability to define problems, collect data, establish facts, and draw valid conclusions; must be enterprising, diplomatic, and proactive in solving problems
- Excellent verbal and written communication skills with the ability to effectively present information across all levels of the organization
- Strong organizational skills with the ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
- Ability to provide leadership and direction to mission control analysts, scheduling analysts, and coordinators to drive efficiency and optimize service delivery
- Proficient in MS Excel and WFM software utilized by managed projects (e.g., Blue Pumpkin, IEX, Aspect)
- Flexible schedule and impeccable attendance record
BEST Skills
Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy
Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
TP is an Equal Opportunity Employer