Workforce Specialist

We're Hiring: Mid-Level WFM Scheduling Analyst Teleperformance

*Position Overview:

We are looking for a detail-oriented WFM Scheduling Analyst to join our team. You will be responsible for creating and managing schedules for Operations Customer Experts, ensuring optimal staffing, smooth workflow, and employee satisfaction. As business needs change daily and weekly, you'll play a key role in aligning workforce availability with operational demands.

*Key Responsibilities:

1: automatically allocate schedules to Operations Customer Experts to ensure service levels, legal compliance, and resource optimization.

2: Analyze staffing requirements for each workplace.

3: Discuss employee schedules directly with managers.

4: Support database updates with employee information.

5: Create and validate working schedules, manage schedule deviations, and prepare permanent schedules.

6: Select Customer Service Representatives for new and ongoing projects/training.

7: Schedule employees for training programs requiring new skills.

8: Collaborate with other departments to enhance project performance.

9: Actively participate in continuous improvement initiatives, offering fresh and innovative ideas.

10: Immediately report any policy or procedure infractions to Teleperformance Management.

*Required Qualifications:

*Education & Training:

1: Higher Education Degree.

2: Fluency in English.

*Work Experience:

25 years in contact centers, shared services, or related industries supporting international markets.

*Skills & Competencies:

*Technical Skills:

Strong knowledge of Microsoft Office (especially advanced Excel).

*Soft Skills

1: Analytical mindset

2: Flexibility

3: Planning & organizing

4: Problem solving

5: Time management

6: Decision-Making Scope

*Decisions Expected:

Report any issues affecting projects or the organization to the WFM Assistant Manager.

*How to Apply:

You can apply here and also you can share your CV: [Confidential Information]

Kindly mention WFM Scheduling Analyst in the email subject to help us reach your application faster and ease the screening process.