[Hiring] WFM Scheduling Analyst II @Teleperformance

Role Description

Analyzes contact center trends, including:

• Call volume
• Call patterns
• Staff productivity
• Attrition rates
• Resource allocation

Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. May recommend operational improvements. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level deliver their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.

Qualifications

• Comprehensive knowledge of the specific discipline or broader area
• Ability to execute specialized projects and activities
• Experience in generating and initiating workload independently
• Supervisory experience of less experienced professionals
• Focus on professional excellence

Requirements

• Ability to analyze contact center trends
• Experience in call pattern forecasting and schedule planning
• Capability to recommend operational improvements
• Experience in managing a team of Individual Contributor co-workers

Benefits

• Supportive work environment
• Commitment to employee happiness and health
• Focus on work-life balance
• Culture of inclusion and diversity

Company Description

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

We cultivate lasting client relationships and make positive contributions to our local communities.

Teleperformance is an Equal Opportunity Employer.

Job Application Accommodation

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.