Role Overview
Teleperformance is seeking a highly analytical and detail-oriented Workforce Management (WFM) Analyst to support operational performance through accurate forecasting, capacity planning, and real-time workforce optimization. The successful candidate will play a critical role in ensuring service level achievement and operational efficiency.
Key Responsibilities
- Develop short-term and long-term volume forecasts using historical data and business insights
- Perform capacity planning and headcount modeling aligned with operational requirements
- Build and optimize schedules to ensure adequate staffing coverage
- Monitor real-time performance and implement intraday adjustments as needed
- Analyze key performance indicators including Service Level, AHT, Occupancy, and Adherence
- Prepare structured performance reports and provide actionable insights
- Track shrinkage and recommend efficiency improvements
- Collaborate with Operations, HR, and Training teams to align workforce strategies
Qualifications
- Proven experience in Workforce Management (Forecasting, Scheduling, or Real-Time Analysis)
- Strong analytical and problem-solving skills
- Advanced proficiency in Microsoft Excel
- Experience with WFM tools (e.g., Verint, NICE, Genesys) is preferred
- Excellent communication and stakeholder management skills
- Ability to work effectively in a fast-paced, performance-driven environment
