Teleperformance is a global digital business services company that delivers advanced, digitally powered services to streamline business operations for top brands. With a global scale and local presence, Teleperformance aims to support communities, clients, and the environment in meaningful and sustainable ways.
About the Role:
We are looking for a highly analytical and collaborative WFM Analyst to join our Workforce Management team. This role combines deep expertise in scheduling algorithms (e.g., using FICOMosel) with strong operational research capabilities to drive data-driven decision-making and workforce optimization. The ideal candidate will be proficient in SQL, Excel, and Python (or similar languages), and have experience coordinating cross-functional projects.
Key Responsibilities:
- Design, implement, and optimize scheduling algorithms using languages like FICOMosel to meet service level and efficiency goals.
- Apply operational research techniques such as linear programming, integer programming, simulation, and queuing theory to solve complex workforce and operational challenges.
- Develop and maintain automated scheduling models and decision-support tools.
- Analyze large datasets using SQL and Excel to monitor and improve generated output and processes.
- Collaborate with stakeholders to coordinate and lead projects related to workforce optimization and operational efficiency.
- Translate business problems into mathematical models and present actionable insights into leadership.
- Continuously improve scheduling processes through innovation and automation.
Education and Specific Training:
- Bachelor's degree in Computer Science, Engineering (Electrical, Electronics, Communications), Statistics, Mathematics, Physics, Geophysics, or a related field from an accredited Faculty of Science, Engineering, or Political Science.
Required Skills & Qualifications:
- Proven experience with scheduling/optimization algorithms (e.g., Mosel or similar tools), either in a professional environment or applied during academic studies
- Strong foundation in Operations Research methodologies (linear programming, integer programming, simulation, queuing theory)
- Advanced SQL and Excel for data analysis
- Programming in Python, R, or similar
- Ability to translate business problems into mathematical models
- Strong analytical and problem-solving skills
- Good communication and teamwork
- Ability to work independently and manage multiple priorities
- Experience in contact center / customer service environments is a must.
Preferred Qualifications:
- Experience in project coordination and cross-functional collaboration
- Familiarity with WFM tools (Verint, NICE, Genesys)
- Experience with simulation tools (AnyLogic, Simul8) or optimization solvers (CPLEX, Gurobi)
- Knowledge of forecasting and real-time adherence tools
- Degree in Applied Mathematics / Operations Research
