WFM Manager

Teleperformance•Jensen Beach, FL

14d

About The Position

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. 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.

Requirements

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

Nice To Haves

Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

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