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)
