Job Summary:
Teleperformance is looking for a detail-oriented WFM Scheduler to join our Workforce Management team. The candidate will be responsible for creating and optimizing schedules based on forecasted workload, ensuring proper staffing levels to meet service level targets.
Key Responsibilities:
- Create and maintain agent schedules based on forecast and staffing requirements
- Adjust schedules according to operational changes and intraday needs
- Manage shift rotations, days off, and break planning
- Monitor shrinkage and ensure schedule adherence
- Coordinate with Operations and RTA teams to maintain service levels
- Prepare scheduling and staffing reports
Requirements:
- Previous experience as WFM Scheduler, Workforce Analyst, or RTA
- Strong understanding of forecasting and capacity planning
- Experience with WFM tools (Teleopti, NICE, Verint, Genesys, etc.)
- Good analytical and Excel skills
- Contact center / BPO experience preferred
- Good English communication skills
