Position Overview

The WFM Analyst should guarantee the optimization, automation, and innovation of the processes as

well as the standardization of them.

Key Responsibilities

(may perform other duties as requested, not specifically addressed in this document)

 Analyze historical data to provide insights and recommendations for improving workforce

efficiency.

 Collaborate with operations, HR, and IT teams to implement WFM tools and strategies.

 Identify and implement process improvements in workforce planning and resource utilization.

 Provide training and support to teams on WFM systems and best practices.

 Stay updated on industry trends, new WFM technologies, and best practices.

 Driving continuous improvement in workforce planning processes.

 Interact with other departments in order to improve or maximize the project(s) results.

 Be an active part of the process of continuous improvement, proposing methods of

improvement and innovation across the department and the company (producing fresh and

imaginative ideas and solutions).

 Communicate with any known infractions of the Corporate Policies and

procedures to Teleperformance Management immediately.

Required Qualifications

Education and specific Training

 Higher Education Degree (preferential)

 Fluency in English (minimum B2)

Work Experience

 2+ Years of experience is a must.

 Proficient in Excel, Word, and Outlook.

 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software

is a plus.

 Experience managing Customer Experience Management operations (preference).

 Proven experience coordinating between WFM and Operations teams.

 Experience participating in customer meetings and independently presenting

during capacity planning or workforce review meetings.

 Previous hands-on experience with Aspect / Alvaria WFM tools would be a

strong advantage.

.

Soft Skills & Other Requirements

Competencies and specific skills:

 Analytical ability

 Decision making

 Achievement Oriented

 Management skills

 Strategic thinking

Decision Making Authority

Decisions Expected:

 Report to the WFM Assistant Manager regarding any situation that may impact on the Projects

and the Organization.

 Identifies the existence and cause of a problem, brainstorms potential solutions.

 Identifies conditions that solutions must meet

Recommendations Expected:

 Improvement of recommendations.

 Produce fresh and imaginative ideas and solutions.

Workforce Analyst II