Job Summary

The WFM Analyst L2 is responsible for optimizing workforce management processes through data analysis, automation, process standardization, and continuous improvement initiatives. This role partners closely with Operations, HR, IT, and other stakeholders to enhance workforce planning, improve operational efficiency, and support the implementation of WFM solutions. The ideal candidate is analytical, detail-oriented, and passionate about driving innovation through data and technology

.
Key Responsibiliti

esAnalyze historical and real-time workforce data to identify trends, generate actionable insights, and recommend strategies to improve operational efficiency and resource utilizatio
n.Develop, maintain, and optimize workforce planning processes to ensure operational effectiveness and service level achievemen
t.Collaborate with Operations, HR, IT, and cross-functional teams to implement Workforce Management tools, automation initiatives, and process enhancement
s.Drive continuous improvement by identifying opportunities to optimize workflows, standardize processes, and increase productivit
y.Support the implementation of new WFM systems, technologies, and best practices while ensuring smooth adoption across team
s.Deliver training and ongoing support to stakeholders on Workforce Management systems, reporting tools, and operational best practice
s.Monitor workforce performance metrics and provide regular reports, dashboards, and recommendations to support business decision
s.Participate actively in project management and implementation activities related to workforce optimization initiative
s.Foster collaboration across departments to maximize business performance and achieve operational objective
s.Contribute innovative ideas and solutions that enhance departmental processes and support organizational growt
h.Ensure full compliance with Teleperformance policies, procedures, and global standards, including but not limited t
o:GDPR (General Data Protection Regulatio
n)GISP (Global Information Security Policie
s)Information Security Standards (IS
S)Corporate Social Responsibility (CS
R)Health & Safety polici
esPromptly report any known violations of company policies or compliance standards to managemen
t.Perform additional duties and responsibilities as assigne

d.
Qualificati

ons
Educa

tionBachelor's degree in Business Administration, Engineering, Information Systems, Statistics, Mathematics, Computer Science, or a related field is prefer

red.
Exper

ience2–5 years of experience in Workforce Management, Project Management, Business Analysis, Process Improvement, or related operational r
oles.Experience supporting WFM implementation projects or workforce optimization initiatives is highly desir
able.Experience working within BPO, customer service, or shared services environments is considered an advan

tage.Technical S

killsAdvanced proficiency in Microsoft Excel, including PivotTables, Power Query, advanced formulas, and data anal
ysis.Proficiency in Microsoft Word, Outlook, and PowerP
oint.Knowledge of SQL (Structured Query Language) for data extraction and analysis is prefe
rred.Experience with Business Intelligence tools such as Power BI, Tableau, or Looker is an advan
tage.Familiarity with Workforce Management platforms (e.g., NICE IEX, Verint, Genesys WFM, Calabrio, Aspect, or similar solutions) is a

plus.
Language Requir

ementsEnglish proficiency at B2 level or higher (written and sp

oken).
Core Compe

tenciesStrong analytical and problem-solving
skills.Excellent communication and stakeholder management abi
lities.Project management and organizational
skills.Ability to manage multiple priorities in a fast-paced envir
onment.Process improvement and continuous improvement m
indset.Strong attention to detail and data ac
curacy.Ability to work collaboratively across cross-functional
teams.Adaptability and willingness to embrace new technologies and methodo
logies.High level of integrity and commitment to data confidentiality and comp

liance.
Preferred Certif

ications
The following certifications are considered an a

dvantage:Lean Six Sigma (Yellow Belt or Gr
een Belt)Project Management certification (PMP, PRINCE2, or eq
uivalent)Microsoft Power BI Cert
ificationSQL Cert
ificationWorkforce Management-related certifications (where ap

plicable)

WFM Analyst II

WFM Analyst II