Call Center Workforce Management Scheduling Analyst

Teleperformance-posted 4 months ago
Full-time
Pompano Beach, FL
Administrative and Support Services
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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. This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.

  • Analyze the day-to-day scheduling based on client requirements to determine workforce needed to meet fluctuating call volumes and staffing demands.
  • Management of internal staffing files (i.e. TPS and TIP) to report historical performance data, future requirements, and trended metrics that impact projected staff.
  • Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency.
  • Implement and perform audits to ensure accuracy in all processes and deliverables.
  • Provides, creates, and implements reporting as needed.
  • Performs other related duties and assignments as required and as assigned by supervisor or manager.
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc.
  • Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance.
  • Minimum 2 years call center experience and 6 months WFM experience.
  • Must demonstrate strong analytical, numerical, and problem solving skills.
  • Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization.
  • Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment.
  • Proficient in MS Office Suite (Excel, Outlook, Access) and WFM software utilized by assigned projects (Blue Pumpkin, IEX, Aspect, etc.).
  • Knowledge of contact center dynamics and company operations within an ACD environment.
  • Flexible schedule and impeccable attendance record.
  • Minimum of 90 Day tenure with Teleperformance.
  • Soft Skills: Process Excellence, Collaboration, Communication, Emotional Intelligence, Open-Mindedness, Critical Thinking, Solution Orientation, Entrepreneurship, AI Proficiency, Data Literacy.
  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k and more)
  • Paid Time Off
  • Employee wellness and engagement programs
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