WFM Analyst

Teleperformance

3d•$22•Onsite

About The Position

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. About Us TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects. Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. About the job Responsible for intra-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real-time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Also, real-time interaction with clients for reciprocal communication is imperative to maintain operations at peak performance.

Requirements

Demonstrate sound work ethic
Must have advanced level Microsoft Excel or Google Sheets skills – Including advanced formulas, also Word/Docs and Email
Ability to create reports in Excel/Google Sheets and forecast results
Attention to detail and high level of accuracy
Ability to multitask, focus and complete reports for extended periods of time
Previous call center experience required

Nice To Haves

VBA macros or AppScript an asset
Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
Previous Work Force Management experience is considered an asset.

Responsibilities

On time delivery
Analyze & highlight gap between scheduling output vs Capacity plan assumption
Backtrack and correct scheduling assumption
Should have good coordination skills and highlight deviations and devise effective solutions.
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, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance.
should be clear with erlang workings on various business models.

Benefits

Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of annual leave.
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary with incentive programs
Positive and supportive environment.
Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

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